What are the responsibilities and job description for the Patient Communications Specialist (Call Center) position at Penobscot Community Health Care?
Are you a compassionate problem-solver who thrives in a fast-paced, team-oriented call center environment? Do you have experience in a medical office or clinical setting—and a knack for turning a phone call into a positive experience? PCHC’s Patient Communications Center is on the lookout for a Patient Communications Specialist to join our dynamic, mission-driven team! As the first point of contact for patients across multiple PCHC clinics, you'll be the voice that sets the tone—providing reassurance, support, and top-notch service with every call. From scheduling appointments to relaying critical information to clinical teams, you’ll play a key role in connecting patients to the care they need. If you're tech-savvy, quick on your feet, and energized by helping others, we want to hear from you. Join us and make a meaningful difference every day!
What’s it like to work at PCHC? Find out: https://www.youtube.com/watch?v=GyC3DFYq0zg
Schedule: Full-time, Monday-Friday, 8:30am-5pm (Remote work possible after successful completion of 6 month in-person training period and productivity assessment in BANGOR, MAINE, and is eligible per PCHC's Telecommuting Policy.)
Patient Communications Center Mission Statement: Listen to individuals and provide exceptional patient-centered service and appropriate resources to better health outcomes for our patients and the community, one phone call at a time.
Highlights of the position:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other characteristic protected by law.
What’s it like to work at PCHC? Find out: https://www.youtube.com/watch?v=GyC3DFYq0zg
Schedule: Full-time, Monday-Friday, 8:30am-5pm (Remote work possible after successful completion of 6 month in-person training period and productivity assessment in BANGOR, MAINE, and is eligible per PCHC's Telecommuting Policy.)
Patient Communications Center Mission Statement: Listen to individuals and provide exceptional patient-centered service and appropriate resources to better health outcomes for our patients and the community, one phone call at a time.
Highlights of the position:
- Serves as Ambassador for PCHC. Provides high-quality customer service to our patients by demonstrating kindness, effective communication, advocacy, and follow-through
- Acts as first point of contact telephonically for matters pertaining to our patient care and schedule.
- Liaisons between patient and clinical team, ensuring communication is clear, accurate, and timely, and ensuring patient feels respected and heard.
- Verifies patient demographics to ensure information is correct and consistent in all appropriate EMR formats.
- Accurately schedules appointments following protocol and guidelines provided.
- Is educated on PCHC practices and providers, as well as processes for records, referrals, billing, insurance, and our sliding fee application. Answers patient inquiries of all types to streamline the process for patients and reduce workloads of clinical teams.
- Collaborates with all teams to identify ways to improve patient experience.
- High school diploma or equivalent educational certification required.
- Three years of experience providing high-level customer service required, preferably in a medical office setting.
- Excellent IT/Technology skills required.
- Completion of Medical Terminology course required within one year of hire.
- Experience in a large Call Center a plus.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other characteristic protected by law.
