Patient Service Representative - Call Center | Full-Time

Wills Eye Hospital is hiring a Patient Service Representative for our Call Center in Philadelphia, PA. In this role, you’ll communicate with patients via the telephone to ensure accurate, prompt and courteous scheduling of primary care appointments, such as preventative screenings or routine office visits. This is a Full-Time 40 hours per week opportunity for someone who wants to deliver superior customer service by answering phones, confirming appointments, communicating with all departments and individuals regarding matters relating to patient care, and obtaining and entering accurate demographic/insurance information for all encounters including patient financial expectations.

Why Join Wills Eye

At Wills Eye Hospital, you’ll be part of a nationally recognized leader in ophthalmology and vision care. We are known for clinical excellence, innovation, and patient-centered care.

We offer:

• Competitive compensation and benefits such as medical, dental, and vision plans, retirement plan, tuition assistance, paid time off, and employer assistance programs (EAPs)
• Opportunities for training, certification, and career growth
• A collaborative, mission-driven clinical environment
• Access to advanced technology and specialized care teams

In this role, you’ll support our patients and departments while helping deliver high-quality ophthalmic care. You’ll manage patient scheduling and contribute to a positive patient experience.

You’ll be successful if you enjoy working in a fast-paced clinical environment, have strong attention to detail, and value patient interaction.

Key Responsibilities

• Promptly answers incoming calls to schedule appointments for patients; makes outbound calls when follow-up is needed.
• Ensures efficient processing and documentation of all information required for insurance verification, registration and billing in the Electronic Medical Record (EMR) system.
• Demonstrates superior customer service to all external and internal customers and helps facilitate smooth flow of patient phone calls.
• Communicates effectively with patients, physicians, and/or other departments regarding delays or any issues relating to patient appointments.
• Consistently achieves team metric standards and expectations.

What You Bring

You may be a strong fit for this role if you are detail-oriented, patient-focused, and comfortable in a clinical setting. You enjoy working as part of a team, communicating clearly, and supporting both patients and providers.

Minimum Qualifications

• High school diploma or GED required.
• 1 to 3 years of scheduling experience within healthcare required.
• Two (2) years customer service experience required.
• Excellent customer service skills with ability to communicate effectively with a courteous tone on the phone with patients, physician office staff and colleagues.
• Proficient computer software skills in MS Office Suite required.
• Knowledge of principles of exceptional customer service and the basics of healthcare appointment scheduling and insurance verification required.
• Ability to provide excellent and timely customer service to all patients and physician office staff. Ability to accurately answer patient and physician office questions, schedule primary care appointments and verify and enter accurate demographic/insurance information in EMR systems.
• Must have strong attention to detail.

Preferred Qualifications

• Familiarity with NextGen EMR preferred.
• Bilingual (English/Spanish) communications skills a plus.

We know great candidates do not always meet every preferred qualification. If this role interests you and you believe you could be successful in it, we encourage you to apply. You may be a fit for other roles across our organization.

About Wills Eye Hospital

Wills Eye Hospital is a world-renowned leader in ophthalmology, ranked among the top eye hospitals in the nation by U.S. News & World Report. Established in 1832, Wills Eye is one of the oldest and most respected eye care institutions in the world.

Each year, our team provides specialized care to more than 250,000 patients, ranging from routine eye conditions to complex, sight-threatening diseases. Through advanced surgical capabilities, innovative research, and a commitment to clinical excellence, we continue to shape the future of vision care.

Ready to take the next step? Apply today for our Patient Service Representative – Call Center opportunity in Philadelphia, PA.