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

Join Our Mission to Provide Community-Based Healthcare 🎉

We are committed to offering compassionate, integrated, and innovative healthcare services within a vibrant community, striving for excellence through clinical standards, outstanding patient experiences, and strategic collaborations.

Position: Patient Services Representative 🩺

The Patient Services Representative is responsible for managing calls and scheduling appointments across our 5 Federally Qualified Health Centers operated by Public Health Management Corporation. As the first point of contact for many patients, your customer service skills will play a vital role in 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
• Interact consistently 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
• Superb customer service and telephone handling abilities
• Ability to manage multiple phone lines effectively
• Strong listening and conflict resolution skills
• Adaptability in a fast-paced environment
• Proficiency in Microsoft Office Suite (Outlook, PowerPoint, Excel, Word)
• Computer literacy; healthcare or appointment scheduling experience is a plus
• Good judgment, critical thinking, and a pleasant phone tone
• 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 a participant in E-Verify.