Contact Center Representative

!!PLEASE READ!!

This position requires a HIPAA-compliant remote workspace that is secure, private, and free from distractions and background noise. Employees must ensure that all work is performed in a setting that protects confidential and personal health information in accordance with HIPAA and company privacy standards.

MUST RESIDE IN THE FOLLOWING STATES TO BE CONSIDERED FOR EMPLOYMENT

NY, PA, NC, FL, TN, ME, CO, OH, SC, CT

About ptSource

At ptSource, we are transforming the way patients and providers connect. As a medical-only patient engagement solution, we partner with medical offices, specialty practices, and hospitals to ensure patients have access to seamless, reliable support—24 hours a day, 365 days a year. Our innovative platform is designed to enhance the patient experience by making communication with healthcare providers easier, faster, and more accessible. By delivering greater convenience, we help reduce costs and boost revenue for our clients—increasing appointments and referrals while lowering no-show rates, call volumes, and call abandon rates.

When healthcare teams' partner with ptSource, they gain back valuable time and resources to do what they do best: deliver exceptional care and improve patient health outcomes. We are also committed to excellence in compliance. Our solutions support medical practices in meeting strict regulatory standards, including HIPAA, FQHC requirements, and accrediting body guidelines, ensuring every interaction is secure, professional, and aligned with industry best practices.

Position Summary

The Contact Center Representative serves as a primary point of contact for patients, customers, providers, and client staff, delivering professional, accurate, efficient, and compassionate service on behalf of multiple medical practices. This position performs appointment scheduling and related patient-access and communication functions across multiple systems while following established client-specific workflows, protocols, and company requirements. Working in a fast-paced contact center environment, the Agent manages competing priorities while remaining accountable for service quality, accuracy, productivity, average handle time, unavailable time, attendance, and schedule adherence. The Agent is expected to complete each interaction efficiently and accurately while consistently providing an excellent patient experience.

Essential Duties and Responsibilities

Essential functions of this position include, but are not limited to, the following

• Provide an excellent patient experience through professional, compassionate, accurate, and efficient service.
• Respond to inbound calls, texts, chats, and other assigned communications for multiple client accounts in accordance with established company and client requirements.
• Schedule, reschedule, confirm, and cancel appointments accurately based on provider availability and client-specific scheduling guidelines.
• Complete assigned patient-access activities, including patient registration, demographic and insurance verification, referral processing, appointment requests, waitlists, follow-up scheduling, messaging, and related functions.
• Provide patients with accurate appointment instructions, directions, and other relevant information in accordance with approved client resources and procedures.
• Accurately and promptly document patient interactions, information received, appointment details, and actions taken in designated scheduling, electronic medical record, and company systems.
• Follow client-specific scripts, scheduling rules, reference materials, documentation standards, workflows, service-level requirements, and escalation procedures.
• Recognize urgent, time-sensitive, or complex matters that cannot be appropriately resolved within established procedures and promptly route or escalate them to a Supervisor or other designated resource.
• Meet established individual performance expectations, including quality, accuracy, productivity, average handle time, attendance, schedule adherence, and appropriate management of unavailable and nonproductive time.
• Remain available, actively engaged, and prepared to handle patient interactions and assigned work throughout the scheduled shift, except during authorized breaks and other approved activities.
• Actively monitor Microsoft Teams, email, and other designated communication channels throughout the assigned shift and respond promptly.
• Maintain current knowledge of assigned client accounts, services, providers, systems, scheduling requirements, workflows, and procedural updates. Use available downtime to review current reference materials and other assigned resources.
• Collaborate with Supervisors, Team Leads, client contacts, and other designated resources to resolve scheduling, workflow, and patient-service concerns.
• Participate in required training, coaching, quality-assurance reviews, and performance-development activities; respond constructively to feedback and demonstrate sustained improvement when performance gaps are identified.
• Protect patient, client, and company information and comply with HIPAA, privacy, security, confidentiality, and all applicable company and client requirements.
• Perform other related duties and patient-access responsibilities as assigned.

Employees must be able to perform these essential functions with or without reasonable accommodation.

Performance Expectations

• Maintain client-specific quality assurance standards.
• Meet established performance expectations, including productivity, scheduling accuracy, quality assurance, and customer service metrics.
• Demonstrate proficiency across multiple client accounts and scheduling systems.
• Deliver exceptional customer experiences while maintaining compliance and confidentiality.
• Consistently follow client protocols and call center policies.

Required Qualifications

* Minimum of one (1) year of experience in medical appointment scheduling in an EMR (Electronic Medical Record) system.

The following may be substituted for one year (1) year of EMR experience

• Experience in a healthcare call center or patient engagement role involving appointment scheduling and navigation of patient scheduling or record systems and
• Completion of formal EMR/EHR training combined with practical experience using an EMR/EHR system in a healthcare setting.
• High school diploma or equivalent required.
• Ability to follow written and verbal instructions and apply sound judgment and problem-solving skills, seeking guidance from a supervisor when appropriate.
• Proficiency in using computers and related applications, including Microsoft Outlook, Teams, and multi-line phone systems, with or without reasonable accommodation.
• Familiarity with standard medical office procedures to support effective and professional communication with patients and providers.
• Strong communication skills, including the ability to exchange information clearly and effectively using verbal, written, or assistive methods.
• Strong customer service and active listening skills.
• Ability to multitask and adapt in a fast-paced environment.

Preferred Qualifications

• Experience using one or more Electronic Health Record (EHR) systems.
• Knowledge of medical terminology is a plus

Physical Requirements and Working Conditions

This position primarily involves sedentary work in your home office.

Duties routinely require

• Remaining seated for extended periods.
• Frequent use of a computer, keyboard, mouse, wired headset.
• Frequent communication by phone system, headset, chat, and electronic messaging.
• Viewing computer monitors for extended periods.
• Occasionally lifting or moving items weighing up to 10 pounds.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Supervisory Responsibilities

None

Equal Employment Opportunity Statement

ptSource is an Equal Employment Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and other legitimate business factors, without regard to any characteristic protected by applicable federal, state, or local law. The Company prohibits unlawful discrimination, harassment, and retaliation and provides reasonable accommodations to qualified individuals with disabilities and individuals with sincerely held religious beliefs, unless doing so would create an undue hardship.

Disclaimer

* This job description is not intended to be a contract of employment and is subject to change at any time with or without notice.

Job Types: Full-time, Part-time

Pay: $17.00 - $19.50 per hour

Benefits

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance
• Work from home

Application Question(s)

• How many years of high volume call center experience do you have?
• How many years of medical appointment scheduling do you have?
• Do you have at least one year of hands on EMR experience?
• If a patient becomes frustrated or upset during a scheduling call, how would you de-escalate the situation while still following established protocols?
• Describe how you ensure all required patient information is collected and accurately documented during a call, especially when the caller is in a hurry or distracted.
• How would you handle noticing a recurring operational issue—such as repeated scheduling conflicts or documentation errors—during your daily calls? What would you do next?
• How would you manage follow-up calls, appointment reminders, or no-shows while maintaining accuracy and professionalism?
• This role supports healthcare clients with strict service-level agreements (SLAs) that require consistent, on-time attendance. Can you describe your approach to reliability and how you ensure you are present and ready to work for every scheduled shift?
• This position requires:
• A private, HIPAA-compliant workspace
• No background noise or interruptions from children, pets, or others
• Reliable high-speed Wi-Fi

Can you confirm that you meet all of these requirements and are able to maintain them consistently during scheduled work hours?

Work Location: Remote