Patient Experience Representative- Project
About The Position
We are seeking compassionate and detail-oriented Patient Care Representatives to support a hospital-operated inbound call line. This role serves as a critical point of contact for patients and community members seeking information following a recent health-related notification associated with one of the hospital’s locations. Patient Care Representatives will provide clear, accurate information, document caller concerns, and ensure a calm, supportive experience while following established protocols and escalation procedures. This is an excellent opportunity for individuals interested in gaining hands-on experience in healthcare operations, patient engagement, and clinical support services.
Requirements
- High school diploma or equivalent required; college coursework or degree in healthcare, public health, communications, or related field preferred
- Strong verbal communication and active listening skills
- Ability to convey sensitive information clearly, professionally, and with empathy
- Comfort working with computers, call management systems, and electronic documentation
- Strong attention to detail and ability to follow structured scripts and procedures
- Prior customer service, call center, or healthcare experience is a plus, but not required
- Professional phone presence
- Empathy and emotional intelligence
- Clear and concise communication
- Ability to remain composed in high-stress or emotionally charged situations
- Team-oriented mindset and willingness to learn
Responsibilities
- Answer a high volume of inbound calls from patients and community members in a professional and empathetic manner
- Provide approved information and guidance based on hospital scripts, FAQs, and workflows
- Accurately document caller information, questions, and concerns within hospital systems
- Identify and escalate calls requiring clinical review or supervisory support according to protocol
- Maintain patient confidentiality and comply with HIPAA and hospital privacy standards
- Collaborate with supervisors and clinical teams to ensure consistent and accurate communication
- Remain calm and supportive when speaking with callers who may be anxious or concerned
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
