Patient Service Representative
Location: Remote (LATAM)
Type: Full-time (8-hour shift)
About the Role
We are seeking a detail-oriented and process-driven Patient Service Representative to join the company scheduling team. This role is ideal for candidates who thrive in structured environments, can handle a high volume of calls, and are committed to providing excellent patient support.
As a PSR, you will be responsible for handling inbound calls and/or placing return calls from prospective and existing patients. Your goal is to help them book an appointment with one of our providers, ranging from optometrists to ophthalmologists.
Key Responsibilities
* Provide superior patient service, support and care with a friendly, positive attitude. Represent our core values to patients and co-workers.
* Respond to patient inquiries via phone, web form and online messaging.
* Build rapport with potential new patients and educate them about the patient experience, accepted insurances and new patient process (by phone).
* Answer important patient questions and/or determine the best next steps and resources to serve their needs.
* Assist new patients in selecting a provider, clinic location and/or booking an appointment.
* Provide new patients with appropriate next steps, for example where to arrive for the appointment, how to login to the patient portal, how to complete new patient paperwork, etc.
* Effectively use the call center software to handle and wrap-up calls. Report the outcome of the call, using wrap up codes.
* Accurately book appointments in the Practice Management tool.
* Accurately track and report all call inquiries in the customer relationship management tool and/or practice management tool.
* Send detailed messages to medical and administrative staff in the clinics and follow best practices for collaborating and servicing patient needs.
* Meet performance goals and SLAs for call volume, time on call, answered calls, lead conversion rates for new patient appointments and other important service agreements.
* Meet specific quality measures for patient service and call resolution.
* Adhere to compliance and HIPAA regulations.
Ideal Candidate Profile
* Process-driven: Enjoys structure, consistency, and following protocols.
* Fast learner: Able to pick up medical terminology and internal systems quickly.
* Strong multitasker: Comfortable navigating multiple screens and tools while speaking with patients.
* Reliable and committed: Interested in long-term stability with the team.
* Focused work style: Able to work full shifts tied to the computer with calls coming back-to-back.
Preferred Qualifications
* High school diploma, associate degree preferred
* 1-year experience in a high-volume call center, medical setting strongly preferred
* Vision care experience preferred.
* Experience using enterprise level call center, customer relationship management and/or practice management software strongly preferred
* Passion for patient service and core values
* Bilingual in English & Spanish with strong communication skills.
Schedule & Work Environment
* Full 8-hour shift with:
* Two 10-minute breaks
* One 30-minute lunch
* Must have a quiet, distraction-free home office.
* Calls are recorded for quality assurance.
Requirements
* Reliable internet and remote-work equipment.
* Ability to remain seated and engaged during back-to-back calls.
* Strong attention to detail and accuracy.
* Commitment to maintaining patient confidentiality and professionalism.