Patient Services Representative

About the role:

We are seeking a Patient Services Representative to join our team at MaxHealth MSO! The role serves as the first point of contact for all patient communication, receiving and responding to incoming calls, emails, portal messages, and other inbound contacts, and routing questions or requests to the appropriate person or department when they fall outside the role's scope. Your core skills in customer service, phone etiquette, and computer literacy will be essential in managing multi-line phone systems and handling data entry tasks. Proficiency in Microsoft Office and bilingual communication in Spanish will enhance your ability to support diverse clientele. This role requires strong organizational skills and attention to detail, contributing to the smooth operation of our office and fostering positive relationships with clients and staff alike. 

Responsibilities: 

• Serve as the first point of contact for incoming patient communication across phone, email, portal messaging, and other approved channels.
• Answer patient questions directly when within scope, or route to the appropriate internal team member or department when not.
• Conduct patient outreach using phone, email, SMS, portal messaging, fax, or other approved communication channels as appropriate.
• Support collection of needed information when patient intake details are incomplete or require clarification.
• Schedule visits for established patients and support special scheduling workflows as assigned.
• Manage visit-related communications, including reminders, instructions, confirmations, and related patient messaging.
• Route patient questions, requests, and unresolved issues to the appropriate internal team members, using sound judgment on what to resolve directly versus escalate.
• Document communications and workflow actions accurately and consistently in designated systems.
• Maintain professionalism, confidentiality, and compliance with HIPAA and organizational policies in all interactions.

Requirements: 

• High school diploma or equivalent required; additional education in healthcare administration, business, or a related field preferred.
• Strong computer literacy, including proficiency in Microsoft Office Suite. 

• Excellent customer service skills with a friendly and professional approach. 

• Strong organizational skills with the ability to prioritize and follow through on tasks. 

• Accurate data entry skills with great attention to detail. 

• Previous front office experience in a healthcare setting. 

• Familiarity with EMR (Electronic Medical Records) systems (eCW a plus)

• Experience with provider scheduling. 

• Ability to handle phone calls professionally and follow proper phone etiquette. 

• A compassionate and empathetic approach to patient care. 

• Strong teamwork and collaboration skills. 

• Bilingual in English and Spanish. 

Benefits: 

• Dental insurance 

• Vision insurance 

• Health insurance 

• Life insurance 

• Paid time off 

Schedule: 

• 40 hours per week 

• Monday through Friday

Language: 

• Bilingual English and Spanish

Work Location: In person

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve. Requirements may be modified to accommodate individuals with disabilities.