About the role:
We are seeking a Patient Services Representative to join our call center team at MaxHealth MSO! In this role, you’ll be the first point of contact for patients by phone, helping with scheduling, questions, documentation, and routing calls to the right care team. The role involves receiving and responding to incoming calls, emails, portal messages, and other inbound contacts, and routing questions or requests to the appropriate person or department when they fall outside the role's scope. Your core skills in customer service, phone etiquette, and computer literacy will be essential in managing multi-line phone systems and handling data entry tasks. Proficiency in Microsoft Office and bilingual communication in Spanish will enhance your ability to support diverse clientele. This role requires strong organizational skills and attention to detail, contributing to the smooth operation of our office and fostering positive relationships with clients and staff alike.
Responsibilities:
- Serve as the first point of contact for incoming patient communication across phone, email, portal messaging, and other approved channels.
- Handle a high volume of inbound and outbound patient calls in a professional, service-focused manner.
- Answer patient questions directly when within scope, or route to the appropriate internal team member or department when not.
- Conduct patient outreach using phone, email, SMS, portal messaging, fax, or other approved communication channels as appropriate.
- Support collection of needed information when patient intake details are incomplete or require clarification.
- Schedule, reschedule, and confirm appointments while documenting patient interactions accurately.
- Manage visit-related communications, including reminders, instructions, confirmations, and related patient messaging.
- Route patient questions, requests, and unresolved issues to the appropriate internal team members, using sound judgment on what to resolve directly versus escalate.
- Document communications and workflow actions accurately and consistently in designated systems.
- Maintain professionalism, confidentiality, and compliance with HIPAA and organizational policies in all interactions.
Requirements:
- Prior call center, patient access, scheduling, customer service, or healthcare front desk experience preferred.
- High school diploma or equivalent required; additional education in healthcare administration, business, or a related field preferred.
- Strong computer literacy, including proficiency in Microsoft Office Suite.
- Excellent customer service skills with a friendly and professional approach.
- Strong communication skills, attention to detail, and ability to remain calm and helpful during high-volume periods.
- Accurate data entry skills with great attention to detail.
- Familiarity with EMR (Electronic Medical Records) systems (eCW a plus)
- Experience with provider scheduling.
- Ability to handle phone calls professionally and follow proper phone etiquette.
- A compassionate and empathetic approach to patient care.
- Strong teamwork and collaboration skills.
- Bilingual in English and Spanish.
Benefits:
Schedule:
Language:
- Bilingual English and Spanish
Work Location: In person
This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve. Requirements may be modified to accommodate individuals with disabilities.