Patient Services Agent / Representative (Customer Service) Schedule: Mon – Fri, 8am – 5pm The Patient Service Representative provides customer service to the company’s Medicare and Medicaid members to ensure patient satisfaction. Duties and Responsibilities • Answer telephone calls in a timely and politely manner, preferably within three rings. • Make follow up calls regarding PCP appointments. • Ensure that reminder calls are made. • Assist with new PCP appointments if needed. • Call patients regarding missed appointments in order to improve services and customer experience. • Produce No Shows Report and submit to the Director of Patient Services which will be provided to upper management. • Make welcome call to inquire about the level of satisfaction with CMG’s services and current health plan. • Assist in anything patients require – from checking enrollment status to making PCP appointments. • Help clear any lack of information or follow up by the Broker. • Ensure that a tour of the center was given at the time of enrollment. • Produce Daily Reports regarding the progress of the call sessions. • Check of status of PCP appointment. Key Responsibilities • Deliver high-touch, white-glove customer service to patients and seniors with patience, empathy, and professionalism • Manage 70–100+ inbound patient calls daily while maintaining quality and efficiency • Navigate multiple systems simultaneously, including EHR platforms, scheduling systems, insurance verification tools, and telehealth applications • Verify and update patient demographics, insurance information, and medical records accurately • Schedule appointments, coordinate follow-up care, and assist patients with healthcare navigation • Communicate important patient updates and concerns to providers and clinical teams promptly • Maintain detailed and accurate documentation while ensuring HIPAA compliance at all times • Resolve patient concerns with compassion and a solutions-oriented approach • Create a positive and supportive experience for every patient interaction Patient Services Agent / Representative (Customer Service) Qualifications Education/Experience: • Must have High school diploma or equivalent. • Prior experience in customer service and/or clinical setting. • MS Office programs experience. • Bilingual skills (English/Spanish). Skills: • Use relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards. • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines and standard accepted practices • Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. • Ability to work with individuals within and outside the organization, in professional and courteous manner. • Must develop constructive and cooperative working relationships with others. • Understand written sentences and paragraphs in work related documents. • Strong ability to use independent judgment and initiative. • Organized and able to manage competing priorities. • Resourcefulness in problem solving. • Actively look for ways to help people. • Strong written and verbal communications skills. • Knowledge of medical terminology. • Must be extremely detail oriented. • Strong organizational and interpersonal skills. • Knowledge of EHR preferred. • Bilingual skills (English/Spanish). • Must develop constructive and cooperative working relationships with others. What We’re Looking For • Strong customer service and communication skills • Ability to multitask and remain organized in a high-volume call center environment • Experience working with seniors, Medicare patients, healthcare, or customer support preferred • Comfortable navigating multiple systems and technology platforms in real time • Detail-oriented with strong problem-solving abilities • Passion for helping others and delivering exceptional patient care experiences Nature of Work • Job duties are routine in nature, but situations may very occasionally; policy and procedure provide direction for solving non-routine situations. • Job duties involve routine interaction with others. Contacts are generally non-confrontational. • May be required to perform the duties of other employees, including supervisors/managers, in their absence. • May be required to perform duties and responsibilities not listed in this description, on a temporary or long-term basis. Working Conditions Performs work in a fast-paced office environment. Patient Services Agent / Representative (Customer Service) Benefits & Perks • 17 PTO Days • 11 Paid Holidays + 1 Floating Holiday • Medical, Dental & Vision Insurance through UnitedHealthcare • 401(k) with Employer Match • Company-Paid Life Insurance • Career growth and professional development opportunities Compensation / Pay Rate (Up to): $18.00 - $18.00 Per Hour