Call Center Representative - PCR

POSITION TITLE: PATIENT CARE REPRESENTATIVE

FLSA: NON-EXEMPT

Job Summary:

The Patient Care Representative plays a key role in enhancing patient well-being, fostering positive experience, and supporting the success of the team and organization. The representative provides compassionate, personalized service via phone, email, and messaging platforms, documenting messages, and addressing inquiries with a patient-centered approach, all while adhering to company policies and maintaining high service standards. Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Monitor and respond to incoming medical department calls, documenting messages and routing urgent issues to appropriate staff.
• Record all telephone interactions and instructions provided to patients.
• Assist with appointment scheduling, referral requests, and general inquiries.
• Forward calls involving assessments, symptoms, emergencies, or medical advice to the appropriate medical staff.
• Process pharmacy requests for medication and refills in compliance with Call Center policies.
• Maintain accurate patient records and documentation in the electronic health record (EHR) system.
• Coordinate referrals, follow-ups, and communication between patients and healthcare providers.
• Manage correspondence, messages, and administrative tasks such as filing and document preparation.
• Collaborate with medical staff and address patient concerns professionally to ensure seamless care.
• Perform additional tasks as needed to support the centers.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Must be able to effectively manage workflow and maintain high-quality standards in environments where staffing levels may be below ideal, demonstrating the ability to prioritize tasks and collaborate with the team under pressure.
• Ability to use office equipment, including computers, copy machines, fax machines, telephones, calculators, and more.
• Proficient with Microsoft Office Suite, Electronic Medical Record (EMR) and related software.

Education and Experience:

• High School Diploma or equivalent is required

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to travel to various center locations as required.

By signing this document, I confirm that I have read and agree to the job description and understand the skills and duties required to perform the role.

POSITION TTTLE: PATIENT CARE REPRESENTATIVE

POSITION TITLE: PATIENT CARE REPRESENTATIVE

FLSA: NON-EXEMPT

Job Summary:

The Patient Care Representative plays a key role in enhancing patient well-being, fostering positive experience, and supporting the success of the team and organization. The representative provides compassionate, personalized service via phone, email, and messaging platforms, documenting messages, and addressing inquiries with a patient-centered approach, all while adhering to company policies and maintaining high service standards. Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Monitor and respond to incoming medical department calls, documenting messages and routing urgent issues to appropriate staff.
• Record all telephone interactions and instructions provided to patients.
• Assist with appointment scheduling, referral requests, and general inquiries.
• Forward calls involving assessments, symptoms, emergencies, or medical advice to the appropriate medical staff.
• Process pharmacy requests for medication and refills in compliance with Call Center policies.
• Maintain accurate patient records and documentation in the electronic health record (EHR) system.
• Coordinate referrals, follow-ups, and communication between patients and healthcare providers.
• Manage correspondence, messages, and administrative tasks such as filing and document preparation.
• Collaborate with medical staff and address patient concerns professionally to ensure seamless care.
• Perform additional tasks as needed to support the centers.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Must be able to effectively manage workflow and maintain high-quality standards in environments where staffing levels may be below ideal, demonstrating the ability to prioritize tasks and collaborate with the team under pressure.
• Ability to use office equipment, including computers, copy machines, fax machines, telephones, calculators, and more.
• Proficient with Microsoft Office Suite, Electronic Medical Record (EMR) and related software.

Education and Experience:

• High School Diploma or equivalent is required

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to travel to various center locations as required.

By signing this document, I confirm that I have read and agree to the job description and understand the skills and duties required to perform the role.

POSITION TTTLE: PATIENT CARE REPRESENTATIVE