Patient Services Representative, Call Center

Sturdy Memorial Hospital•Attleboro, MA

4d•$20 - $30•Onsite

About The Position

The Patient Services Representative serves as a primary point of contact for patients calling a medical office. This role is responsible for delivering excellent customer service by professionally handling incoming calls, scheduling appointments, addressing patient inquiries, and supporting clinical and administrative teams. The Patient Services Representative plays a critical role in ensuring a positive patient experience while maintaining accuracy, confidentiality, and efficiency in a fast paced call center environment.

Requirements

Highschool Diploma or equivalent required
Minimum of 1 year of experience in customer service or call center experience
Excellent customer service and patient navigation skills.
Ability to professionally interact with patients, families, and healthcare staff with discretion and empathy
Effective interpersonal skills and ability to work in a team-oriented environment
Strong verbal and written communication skills
Ability to multitask, manage time effectively, and work in a fast‑paced call center environment
Proficient in Microsoft Office (Word, Excel, Outlook) and general computer systems
Strong attention to detail with the ability to document accurately and efficiently
Ability to maintain patient confidentiality and comply with HIPAA and organizational privacy standards

Nice To Haves

Prior experience in a healthcare setting, preferably in a medical office or call center environment
Previous experience scheduling patient appointments and managing high call volumes
Familiarity with electronic health record (EHR) systems and medical scheduling software
Knowledge of medical terminology and clinical workflows
Experience verifying insurance eligibility, obtaining authorizations, or handling referrals
Strong customer service skills with the ability to demonstrate empathy and professionalism when interacting with patients
Excellent verbal communication, active listening, and problem-solving skills
Ability to multitask, prioritize effectively, and work efficiently in a fast‑paced environment
Strong attention to detail and accuracy in data entry and documentation

Responsibilities

Professionally answer and manage a high volume of inbound and outbound patient calls in a timely manner
Schedule, reschedule, and cancel patient appointments accurately according to provider availability and office protocols
Answer patient inquiries in a professional, empathetic, and patient-centered manner
Assist patients with questions related to medications, refills, and general care coordination
Verify insurance information and support authorization processes
Document all patient interactions accurately and thoroughly in the electronic health record (EHR) system
Provide appointment confirmations, directions, and pre-visit instructions (including labs or imaging requirements)
Collaborate effectively with clinical and administrative teams to support patient care and office operations
Escalate complex issues appropriately to ensure timely resolution
Identify opportunities for process improvement and contribute to enhancing the patient experience
Participate in training sessions, team meetings, and onboarding of new staff