Patient Services Representative

Alpine Physicians•McAllen, TX

24d•Hybrid

About The Position

We seek a highly organized and compassionate Patient Services Representative (Call Center Representative) to join a centralized call center team. The role provides customer service and administrative support to patients, healthcare professionals, and external stakeholders by managing incoming calls, scheduling appointments, and facilitating communication between patients and medical staff. The ideal candidate communicates effectively, pays close attention to detail, and handles high call volumes with professionalism and empathy. The position can be performed in a hybrid or remote capacity in the McAllen, Texas area. The first 30 days require onsite attendance in the McAllen area for training. Remote candidates based in Texas who live outside the McAllen area may also be considered.

Requirements

At least two years of experience working in a high-volume call center environment.
Excellent verbal and written communication skills.
Professionalism when working with others in stressful environments across virtual locations.
Proficiency using computer systems and scheduling software.
Strong organizational skills and the 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

English and Spanish communication skills are preferred.
Knowledge of medical terminology and procedures is preferred.
Additional medical receptionist training or certification is a plus.

Responsibilities

Handle incoming calls from patients, healthcare providers, and external partners courteously and professionally; 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 based on availability and medical staff preferences.
Coordinate and manage the appointment calendar to use medical resources efficiently.
Provide patients with appointment details, including location, time, and pre-visit instructions.
Accurately enter and update patient demographic information, medical history, and insurance details in the electronic health records (EHR) 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 in a patient-centered manner.
Work with relevant departments to resolve scheduling conflicts and logistical issues.
Stay updated on medical office protocols, scheduling procedures, and relevant industry regulations.
Participate in ongoing training to improve customer service skills and knowledge of medical practices.