Patient Services Specialist

Locally recognized healthcare organization is seeking a Call Center Representative to join their team. The ideal candidate will be responsible for providing high-quality customer service, scheduling appointments, and assisting patients and staff through a busy multi-line call center. This role requires excellent communication skills, attention to detail, and experience in a healthcare or high-volume customer service environment.

RESPONSIBILITIES AND DUTIES:

• Answer inbound and make outbound calls to patients, providers, and insurance companies regarding appointments, follow-ups, and inquiries.
• Schedule appointments accurately across multiple outpatient clinics.
• Collect and verify patient demographic and insurance information.
• Document all communication and updates in the electronic medical record (EMR) system.
• Discuss insurance eligibility and payment options; screen for financial assistance when applicable.
• Follow up on missed appointments and confirm upcoming visits.
• Assist in quality assurance initiatives, including patient satisfaction outreach and compliance calls.
• Route calls appropriately when issues fall outside the scope of responsibility.
• Maintain knowledge of clinic services and operational procedures.
• Assist in maintaining and updating the department’s contact center database.
• Ensure patient confidentiality and adhere to HIPAA regulations.
• Handle patient concerns with professionalism, escalating when necessary.
• Collaborate with clinical teams to ensure a seamless patient experience.
• Participate in ongoing training and development activities.
• Consistently meet performance goals and quality standards.
• Perform additional duties as assigned.

REQUIREMENTS AND QUALIFICATIONS:

• High school diploma or equivalent.
• Minimum of two (2) years of experience in customer service, call center, or multi-line phone systems.
• Previous experience in a healthcare environment preferred.
• Proficient in EMR systems and Microsoft Office.
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively.
• Professional demeanor and appearance.
• Bilingual candidates (English/Spanish) preferred.
• Applicants may be subject to a background check. *
• A pre-employment drug screening is required as a condition of employment.

*A conviction does not automatically disqualify you from employment. We will consider factors such as your age at the time, the timing and nature of the offense, its seriousness, and any rehabilitation efforts when determining your suitability for the role.

Sparrow Company, Executive Search and Staffing is an Equal Opportunity Employer.