Patient Service Representative - Scheduler

The Patient Service Representative - Scheduler serves as the first point of contact for patients calling the health center. This role is responsible for delivering high-quality, patient-centered service in a fast-paced call center environment. The representative ensures efficient appointment scheduling, provides accurate information about services, and assists patients in accessing the care they need, while adhering to the mission and policies of the Federally Qualified Health Center (FQHC).

Essential Duties and Responsibilities:

• Answer high-volume inbound calls in a courteous and professional manner.

• Schedule, reschedule, and cancel patient appointments following clinic protocols.

• Verify and update patient demographic and insurance information in the Electronic Health Record (EHR).

• Provide basic information about clinic services, hours of operation, providers, and locations.

• Route calls appropriately to internal departments or clinical teams based on patient needs.

• Document all call interactions and patient communications accurately.

• Follow call scripts and standard operating procedures to ensure consistency and compliance.

• Assist patients with questions regarding MyChart (or patient portal), referrals, or follow-up instructions.

• Identify urgent or emergent calls and escalate appropriately to clinical staff.

• Demonstrate cultural sensitivity and provide excellent customer service to a diverse patient population.

• Maintain patient confidentiality and adhere to HIPAA regulations at all times.

Qualifications:

Education and Experience:

• High school diploma or GED required.

• Minimum of 1 year of customer service or call center experience preferred.

• Experience working in a healthcare setting, especially an FQHC or community health center, is highly desirable.

Knowledge, Skills, and Abilities:

• Strong verbal communication and active listening skills.

• Ability to multitask and remain calm under pressure.

• Proficiency with electronic health records (EHR), preferably NextGen, Epic, or eClinicalWorks.

• Knowledge of medical terminology, appointment scheduling, and insurance verification is a plus.

• Bilingual (English/Spanish or other languages) preferred but not required.

• Commitment to patient-centered care and health equity.

Physical Requirements and Work Environment:

• Primarily seated in a standard office/call center environment.

• May require extended periods of phone and computer use.

• Occasional lifting of office materials up to 10 pounds.