Patient Service Representative

Alpine Physician Partners•McAllen, TX

1d•Hybrid

About The Position

The Patient Services Representative (Call Center Representative) joins a centralized call center team and provides customer service and administrative support to patients, healthcare professionals, and external stakeholders. The role manages incoming calls, schedules appointments, and facilitates communication between patients and medical staff. Candidates should communicate clearly, pay close attention to detail, and handle high call volumes professionally and empathetically. The position may be performed in a hybrid or remote capacity in the McAllen, Texas area. Employees must work onsite in the McAllen area for the first 30 days for training. Candidates located outside the McAllen area may be considered for remote work if based in Texas.

Requirements

At least two years of experience working in a high-volume call center environment (listed as preferred).
Excellent verbal and written communication skills in English and Spanish (Spanish is preferred).
Professionalism when working with others in stressful environments across virtual locations.
Proficiency with computer systems and scheduling software.
Strong organizational skills and ability to multitask effectively.
Empathy and patience when dealing with patients and their families.
Adherence to patient confidentiality and data protection regulations.
High school diploma or equivalent.

Nice To Haves

Athena EMR experience.
Knowledge of medical terminology and procedures.
Additional medical receptionist training or certification.
English and Spanish communication skills.

Responsibilities

Handle incoming calls from patients, healthcare providers, and external partners courteously and professionally.
Listen actively, gather accurate information, and respond to inquiries, appointment requests, and general questions.
Route calls to appropriate departments or medical staff as needed.
Schedule patient appointments, consultations, and follow-up visits according to availability and medical staff preferences.
Coordinate and manage appointment calendars to support efficient use of medical resources.
Give patients appointment details, including location, time, and pre-visit instructions.
Enter and update patient demographic information, medical history, and insurance details in the electronic health records system.
Maintain confidentiality and follow privacy regulations when handling sensitive patient information.
Relay messages, requests, and follow-up information between patients and medical professionals.
Communicate with healthcare departments to relay urgent messages and coordinate patient care.
Address patient concerns, complaints, and inquiries empathetically and with a patient-centered approach.
Collaborate with relevant departments to resolve scheduling conflicts and logistical issues.
Stay current on medical office protocols, scheduling procedures, and relevant industry regulations.
Participate in ongoing training to enhance customer service skills and knowledge of medical practices.