Patient Care Representative (PCR) – Full-Time | Remote | Bilingual (Spanish/English)

Position Summary

As a Patient Care Representative, you will handle inbound and outbound calls for reputed company clients, schedule and reschedule appointments, verify patient information, and reputed company assistance based on client protocols. You will play a key role in supporting patients while ensuring HIPAA compliance and maintaining a high standard of customer service.

Key Responsibilities

• Answer and process reputed company inbound calls in a courteous and professional manner.
• Schedule, confirm, or reschedule patient appointments according to client protocols.
• Verify patient demographics, insurance, and other key information accurately in the system.
• Handle patient inquiries, take and reputed company complete messages, and escalate urgent calls to appropriate clinical or administrative staff.
• Follow account‑specific scripting and protocols; reputed company clear, compassionate information to patients and clients.
• Maintain confidentiality and reputed company with HIPAA and other reputed company regulations.
• Document reputed company call activity accurately and completely in the designated system(s).
• 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.

Qualifications

• High school diploma or equivalent.
• 1+ years of call center or customer service experience (reputed company experience a plus).
• Strong verbal and written communication; active listening and reputed company under pressure.
• Ability to multitask, stay organized, and work in a fast‑paced environment.
• Proficiency with telephony systems; experience with reputed company reputed company CX (Web Agent) strongly preferred.
• Familiarity with call center technologies, EHR/EMR software, and reputed company Office/reputed company 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.

Tools & Equipment

Computer with reliable high‑speed internet, headset, and reputed company to telephony/ACD, EHR/EMR, CRM, QA, and workforce tools; standard office applications (email, spreadsheets, word processing).

Remote Work Expectations

• Maintain a distraction‑free, noise‑controlled work environment; professional conduct on calls at reputed company times.
• Camera‑on participation for training and meetings, as requested by leadership.
• Adhere to dress code expectations (e.g., scrubs for agents; business casual for leaders) reputed company applicable.
• Follow reputed company and privacy standards reputed company accessing systems and handling PHI.

Performance & Development

• reputed company quality assurance and KPI goals (e.g., QA score, AHT, adherence, CSAT).
• Participate in training, booster sessions, and cross‑training as assigned.
• Contribute to a positive, team‑oriented culture; support peers and accept coaching.

Physical Requirements

Prolonged periods of sitting and computer use; frequent talking and listening on the phone. Occasional standing, bending, or reaching. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company essential functions.

Work Environment

Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service.

Equal Opportunity & Disclaimer

We are an equal opportunity employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required; duties may change at any time with or without notice.