Public Health Management Corporation Is Hiring A Call Center Representative Lead Bilingual

Join Our Mission to Provide Community-Based Healthcare 🏥

At the heart of our organization is a commitment to delivering integrated, compassionate, and innovative healthcare services within a thriving community environment. We strive to be the leading regional provider through clinical excellence, outstanding patient service, and strategic partnerships.

Position: Patient Services Representative

The Patient Services Representative manages calls and schedules appointments across our 5 Federally Qualified Health Centers operated by Public Health Management Corporation. Your excellent customer service skills are crucial, as you are often the first point of contact for patients, shaping their overall experience. This role reports directly to the Health Network Strategy and Special Programs Manager.

🌱 Age & Patient Populations Served

• Neonate: birth - 28 days
• Infant: 29 days – less than 1 year
• Pediatric: 1 - 12 years
• Adolescent: 13 – 17 years
• Adult: 18 – 64 years
• Geriatric: 65 years and older
• Family: birth- 65 years and older
• Nonage Specific: N/A

Special Population Considerations

• Bariatric Patients: BMI > 40, or > 35 with weight-related comorbidities
• Patients with exceptional communication needs
• Patients with developmental delays
• End-of-life patients
• Patients under isolation precautions
• All populations

📝 Essential Duties and Responsibilities

• Navigate Allscripts efficiently
• Handle all scheduling call processes accurately
• Provide correct physician/service referrals, book appointments, and update scheduling in relevant software
• Transfer patients to appropriate healthcare providers (RN, NP, etc.)
• Deliver exceptional customer service to every caller
• Consistently interact with co-workers, visitors, and staff aligned with PHMC core values
• Answer inbound patient calls promptly and professionally
• Make outbound calls for appointment confirmations and follow-ups
• Pre-register patients, verify insurance via EPIC OCHIN, and update demographic info
• Review and process patient requests through the “MyChart Work Queue”
• Generate weekly reports on appointment availability and insurance status
• Manage pre-registration workflows and maintain organized records in Excel
• Scrub provider schedules and ensure pre-registration completion before visits
• Train Call Center Agents on work queues and insurance portals
• Handle complex inquiries in Spanish and serve as a translator
• Document interactions accurately in EPIC EMR
• Route calls appropriately and escalate urgent issues
• Maintain patient confidentiality in compliance with HIPAA

🛡️ PHMC Compliance Responsibilities

• Adhere to PHMC Code of Conduct, Whistleblower, and Conflict of Interest policies
• Stay informed of federal, state, and organizational regulations and policies
• Comply with HIPAA and confidentiality procedures
• Follow standards set by DPH, The Joint Commission, and other accrediting bodies
• Implement infection control and environmental safety protocols

🔑 Job Requirements

Skills:

• Fluency in both English and Spanish is required
• Excellent verbal and written communication skills
• Superior customer service and telephone handling skills
• Ability to manage multiple phone lines effectively
• Strong listening and conflict resolution abilities
• Adaptability in a fast-paced environment
• Proficiency in Microsoft Office Suite (Outlook, PowerPoint, Excel, Word)
• Computer literacy, with healthcare or appointment scheduling experience preferred
• Good judgment, critical thinking, and a pleasant tone on the phone
• Ability to prioritize tasks and work efficiently within a team
• Ability to track work and prepare reports

Experience:

• Minimum of 2 years customer service or call center experience (inbound/outbound)
• Healthcare experience is a plus

Education:

• High School Diploma is required

🤝 PHMC is an Equal Opportunity Employer and E-Verify Participant.