Patient Services Representative (Hybrid)

JOB DESCRIPTION

Title: Patient Services Representative

Reports to: Patient Services Team Trainer

Hours: 40 hours per week

Summary

Client:

Dermatology and plastic surgery practice with 10 clinic locations in Colorado, USA. Our mission is to make a positive impact on our patients, our community, and our world. This mission drives everything we do from opening offices in underserved areas to sponsoring humanitarian projects to volunteering locally and abroad.

We seek a Patient Services Representative to provide centralized scheduling support for all company locations.

Duties and Responsibilities

Scheduling Operations

• Schedule medical, surgical, and cosmetic appointments according to provider protocols.
• Identify appropriate appointment types and schedule with the correct medical providers.
• Optimize provider schedules to reduce gaps and maximize utilization.
• Manage urgent appointment requests and triage scheduling needs appropriately.

Patient Coordination and Communication

• Confirm patient demographics and update records in the electronic health record (EHR) in Nextgen.
• Provide patients with appointment preparation instructions.
• Assist patients with portal enrollment and navigation when appropriate.
• Communicate with patients on the phone, through text messages, and through patient portal messages.
• Answer basic patient questions regarding schedules, billing, and referrals.
• Monitor and respond to patient voice messages within designated turnaround times.
• Assist with maintenance of reminder system, wait lists, and self-scheduling programs.

Insurance & Authorization Support

• Accurately input and verify patient insurances.
• Identify visits requiring prior authorization or referrals and notify appropriate staff.
• Communicate insurance requirements and referral limitations to patients when appropriate.

Other Support

• Assist with recall efforts for referred patients and patients due for annual appointments.
• Work closely across teams to resolve scheduling or insurance issues.
• Escalate complex patient concerns appropriately.
• Participate in team meetings, training sessions, and workflow improvement initiatives

Metric Expectations

Individual metrics

• Able to handle 100+ calls/day
• Maintain 80% availability on the phone during work hours
• Meet scheduling accuracy standards: At least 90% of higher accuracy in scheduling according to protocols; this % increases by level as someone advances
• Meet patient service standards in call evaluations: At least 90% score on call quality audits. This % increases by level as someone advances

Team metrics

• Missed call rate
• Average call wait time

Other: These additional metrics may be used to provide coaching and evaluation

• Average call handle time
• Provider schedule utilization

Requirements

• 2+ years working in a fast-paced, English speaking call center or supporting U.S. healthcare practices
• Familiarity with U.S. insurance types a plus
• Excellent spoken and written English with a professional communication style
• Clear, professional phone presence with minimal accent barrier
• Ability to communicate complex scheduling and insurance information to patients
• Strong listening and problem-solving skills
• Strict adherence to HIPAA privacy and security standards

Location & Schedule

This is a hybrid position divided between the Outsourced offices and remote. This position may transition to fully remote after 10-12 months depending on performance and candidate preference.

Must be able to work U.S. business hours (Mountain Time Zone). Reliable attendance during scheduled shifts is required. Hours are generally provided one month at a time and is typically 40 hours per week within these windows of time:

• Monday to Thursday: 8AM – 5PM Mountain Time
• Friday: 8AM – 4PM Mountain Time

Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.