Patient Services Coordinator

1 week ago

West Palm Beach, Florida, United States Pelvic Rehabilitation Medicine Full time

Job Type:

Full-time

Description:

Pelvic Rehabilitation Medicine is a physician-led specialty healthcare organization dedicated to providing evidence-based, individualized treatment services for patients experiencing chronic pelvic pain. This condition affects a significant percentage of the population, with millions of individuals in the US alone projected to be impacted in the coming years.

At Pelvic Rehabilitation Medicine, our mission is to minimize the duration of patient suffering from pelvic pain symptoms. We have established ourselves as leaders in the pelvic pain treatment field, recognized nationally for our commitment to alleviating this often-overlooked condition. Our innovative in-office, ultrasound-guided approach is the first of its kind in the nation, focusing on the diagnosis and treatment of chronic pelvic pain in both men and women.

Founded in 2017 and headquartered in West Palm Beach, FL, Pelvic Rehabilitation Medicine has experienced rapid growth, attracting patients from across the United States and internationally. Our success has caught the attention of the investment community, enabling us to expand into new markets.

JOB TITLE: Healthcare Contact Center Representative

TYPE: Hybrid

DEPARTMENT: Operations

Hours: Mon-Fri 9:00 am - 5:00 pm

SALARY: $18-20 per hour

BENEFITS: Health, Vision and Dental, Paid holidays and PTO, FSA, High-income potential with base and bonus structure

ROLE OVERVIEW:

This position is essential for delivering effective customer service to patients, referring providers, insurance companies, and other medical facilities. The primary responsibility involves managing the scheduling of new patient visits by handling a high volume of inbound calls through an automated phone system, making outbound calls to patients who have requested appointments, and addressing patient inquiries. This role ensures that patients are well-informed about the mission of Pelvic Rehabilitation Medicine and can easily schedule appointments at our nationwide offices.

The ideal candidate will thrive in a fast-paced call center environment that emphasizes an internal sales culture. We seek individuals who are passionate about supporting business growth and enjoy engaging with people to meet their needs.

Duties and Responsibilities:

  • Responding to inquiries from patients, referring providers, insurance companies, and other medical facilities through an automated phone system, managing a high volume of incoming calls daily.
  • Meeting performance targets aligned with business objectives.
  • Assisting existing patients with needs such as rescheduling appointments, medication requests, and notifications to clinical offices.
  • Efficiently screening and routing patient calls to appropriate departments while ensuring accurate data entry into scheduling software.
  • Actively listening to patient experiences and care concerns, instilling trust and professionalism.
  • Collecting complete and accurate clinical, demographic, and financial information during the scheduling process.
  • Tracking and reporting caller data to ensure timely follow-up and resolution of appointment requests.
  • Providing patients with necessary preparation and appointment instructions via phone and email.
  • Recognizing emergent situations and triaging calls to the appropriate departments.
  • Processing bill payments and performing other assigned duties.

Required Qualifications:

  • Adherence to confidentiality and privacy policies as mandated by HIPAA.
  • Ability to meet performance standards in a high-volume call center environment.
  • Proficiency in multitasking while accurately documenting calls.
  • Strong analytical skills to assess complex provider schedules.
  • Commitment to positive customer service and effective communication.
  • Prior experience in customer service.
  • High school diploma or equivalent required.
  • 1+ years of experience in healthcare settings.
  • Team-oriented with strong communication skills.

Preferred Qualifications:

  • College degree.
  • Sales experience or relevant education in sales-driven customer service.
  • Previous experience in a call center or medical practice.
  • Familiarity with medical terminology.
  • Strong clerical and PC skills.
  • Effective organizational and time management skills.
  • Ability to adapt to changing client and departmental needs.

Pelvic Rehabilitation Medicine values diversity and is proud to be an equal opportunity employer. Employment decisions are based solely on qualifications related to professional competence, without discrimination based on any protected characteristics.

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