Patient Services Representative

Role Overview

CommUnityCare Health Centers is looking for a Patient Services Representative to be the first contact for new and returning patients. This role works closely with patients, families as defined by the patient, and staff across departments to support scheduling, prescription status updates, coordination with community providers, and message routing to clinic teams.

Key Duties

• Deliver high-quality service by answering multi-line calls, confirming visits, scheduling appointments, and entering information into the EPIC Electronic Practice Management system.
• Book, change, and cancel physician appointments quickly and accurately while using clinic resources efficiently.
• Speak with new patients or their representatives to determine the best clinic and primary care provider match, and collect demographic and insurance details to complete scheduling.
• Recognize urgent appointment requests and route them to the right clinic for priority handling.
• Handle patient questions as assigned and support financial screening services.
• Keep patient interactions professional, use proper phone etiquette, and help create a positive patient experience.
• Protect confidential health information at all times.
• Work toward or surpass patient experience goals and follow standard scheduling procedures and phone scripts.
• Stay cooperative, adaptable, and team-oriented while supporting colleagues and other departments.
• Demonstrate respect for diversity among patients, families, and coworkers.
• Partner with all areas of CommUnityCare to help provide patient-focused care.
• Follow the organization’s Code of Conduct and core values.

Knowledge and Skills

• Understanding of appointment scheduling workflows.
• Ability to follow established scheduling rules and protocols.
• Strong customer service and complaint-resolution skills, including knowing when to escalate issues.
• Working knowledge of Epic EPM/EMR and common Microsoft Office applications such as Outlook, Word, and Excel.
• Ability to manage multiple tasks in a busy, fast-moving setting.
• Bilingual English/Spanish is strongly preferred.

Requirements

• High school diploma or equivalent.
• At least 1 year of experience in a medical office or call center environment.
• Typing speed of at least 45 words per minute.
• Prior experience in scheduling, registration, billing, or administrative support is expected.
• CENTRAL TEXAS ONLY: this role is limited to Central Texas candidates.

Additional Information

This position requires careful handling of PHI and consistent adherence to patient privacy standards. The role centers on accurate scheduling, communication support, and collaboration across clinic teams in a professional healthcare setting.

Location

United States. Onsite work is required.