Patient Communication Representative

Job Summary

Provide over-the-top customer service to patients, providers, referring offices, and external partners, ensuring they have the information and assistance needed while maintaining the practice’s positive reputation. This role is focused on high-volume inbound call handling, appointment scheduling, patient registration, and accurate documentation in support of a patient-first care experience.

Essential Duties and Responsibilities

Include the following:

• Answer inbound patient calls promptly, professionally, and with empathy while representing the practice with a patient‑first approach. Minimum expectation of 8-12 inbound/outbound calls per hour.
• Route and triage patient messages appropriately according to department protocols.
• Demonstrate professionalism when interacting with patients who may be distressed, frustrated, or experiencing medical concerns.
• Create and update patient records, demographic information, and insurance details per established procedures.
• Complete new patient registration accurately and efficiently.
• Accurately document patient interactions using objective, factual language, escalating urgent or concerning symptoms according to established protocols.
• Schedule, reschedule, and cancel appointments in accordance with provider preferences, clinic guidelines, and practice policies.
• Monitor assigned work queues and task lists to ensure timely completion of responsibilities.
• Follow approved scripting, workflows, and escalation guidelines when communicating with patients.
• Demonstrated willingness to cross‑train, learn new workflows, and support evolving patient communication strategies.
• Collaborate with teammates and leadership to improve processes and support departmental goals.
• Maintain HIPAA compliance and patient confidentiality across all communication channels.
• Maintain reliable attendance and punctuality, prepared to begin call handling at the start of each scheduled shift.
• Perform other duties as assigned.

Required Skills/Abilities

• Strong verbal and written communication skills with attention to tone, clarity, and accuracy.
• Ability to remain calm, empathetic, and professional in high-volume or emotionally charged situations.
• Strong attention to detail and commitment to accurate documentation.
• Ability to navigate multiple systems simultaneously, including EHRs, scheduling platforms, call dashboards, and digital communication tools.
• Effective time-management and organizational skills.
• Demonstrated ability to follow established policies, workflows, and escalation processes.
• Team-oriented mindset with openness to feedback and continuous improvement.
• Keyboarding skills of at least 35 words per minute with 100% accuracy.

Education and/or Experience

• Customer service experience preferred.
• High School Diploma or GED required.
• Medical office, call center, or EHR experience preferred but not required.

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Required to sit and talk or hear.
• The employee is frequently required to use hands to finger, handle or feel and reach with hands and arms.
• Must be able to lift up to 15 pounds at a time.
• Must be able to access and navigate each department, and practice and endoscopy center locations.

Pay: From $16.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $17