Patient Care Representative (PCR) – Full-Time | Remote | Bilingual (Spanish/English)

Call 4 Health • , SC

125d • Remote

About The Position

As a Patient Care Representative, you will handle inbound and outbound calls for healthcare clients, schedule and reschedule appointments, verify patient information, and provide assistance based on client protocols. You will play a key role in supporting patients while ensuring HIPAA compliance and maintaining a high standard of customer service.

Requirements

• High school diploma or equivalent.
• 1+ years of call center or customer service experience (healthcare experience a plus).
• Strong verbal and written communication; active listening and empathy under pressure.
• Ability to multitask, stay organized, and work in a fast‑paced environment.
• Proficiency with telephony systems; experience with Genesys Cloud CX (Web Agent) strongly preferred.
• Familiarity with call center technologies, EHR/EMR software, and Microsoft Office/Google Workspace.
• Bilingual (Spanish/English or other languages) preferred.
• Knowledge of medical terminology or insurance verification is a plus.
• Reliable attendance, accountability, and openness to feedback and coaching.

Nice To Haves

• healthcare experience
• Bilingual (Spanish/English or other languages)
• Knowledge of medical terminology or insurance verification

Responsibilities

• Answer and process all inbound calls in a courteous and professional manner.
• Schedule, confirm, or reschedule patient appointments according to client protocols.
• Verify patient demographics, insurance, and other key information accurately in the system.
• Handle patient inquiries, take and relay complete messages, and escalate urgent calls to appropriate clinical or administrative staff.
• Follow account‑specific scripting and protocols; provide clear, compassionate information to patients and clients.
• Maintain confidentiality and comply with HIPAA and other healthcare regulations.
• Document all call activity accurately and completely in the designated system(s).
• Meet or exceed performance metrics such as call quality, average handle time (AHT), adherence, and patient satisfaction/CSAT.
• Identify and report trends, potential issues, and opportunities for process improvement to leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED