Patient Care Representative – Bilingual, Spanish/English

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Job Description:

  • Handle inbound and outbound calls for healthcare clients
  • Schedule and reschedule appointments
  • Verify patient information and provide assistance based on client protocols
  • Maintain confidentiality and comply with HIPAA and other healthcare regulations
  • Document all call activity accurately and completely
  • Meet or exceed performance metrics such as call quality, average handle time (AHT), adherence, and patient satisfaction/CSAT
  • Identify and report trends, potential issues, and opportunities for process improvement to leadership

Requirements:

  • High school diploma or equivalent
  • 1+ years of call center or customer service experience (healthcare experience a plus)
  • Strong verbal and written communication; active listening and empathy under pressure
  • Ability to multitask, stay organized, and work in a fast‑paced environment
  • Proficiency with telephony systems; experience with Genesys Cloud CX (Web Agent) strongly preferred
  • Familiarity with call center technologies, EHR/EMR software, and Microsoft Office/Google Workspace
  • Bilingual (Spanish/English or other languages) preferred
  • Knowledge of medical terminology or insurance verification is a plus
  • Reliable attendance, accountability, and openness to feedback and coaching

Benefits:

  • Reliable attendance
  • Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service
  • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
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