Job Summary
We are seeking a dedicated and detail-oriented Patient Service Representative to join our healthcare team. The ideal candidate will serve as the first point of contact for patients, providing exceptional customer service while managing administrative tasks efficiently. Job Summary: The Patient Service Representative II serves as an experienced first point of contact for clients by answering inbound phone calls, scheduling appointments according to established standard work, and providing accurate, timely support. This role is responsible for creating a positive client experience while meeting call center performance expectations, resolving routine and moderately complex questions, applying sound judgment to unique situations, and escalating issues appropriately to support first pass yield and operational excellence.
Demonstrates behaviors consistent with being GREAT and the Allure Core Values
Great Work Ethic, Respect For Others, Excellence in Service, Adaptability, Teamwork
Professional Communication
Communicates clearly, respectfully, and professionally with clients and team members.
Service Orientation
Demonstrates a client-first approach and works to create a positive experience.
Accuracy and Attention to Detail
Follows standard work and documents information completely and accurately.
Problem Solving and Escalation
Demonstrates higher-level problem solving by assessing client needs, identifying root causes of routine service issues, resolving moderately complex questions within role scope, and escalating appropriately when additional support or leadership review is required.
Responsibilities
· Answer incoming client calls in a professional, courteous, and timely manner while serving as a resource for complex service questions.
· Schedule, reschedule, and cancel client appointments according to established standard work and scheduling guidelines, including situations that require judgment, prioritization, or coordination across locations or providers.
· Accurately document client interactions, appointment details, issue resolution steps, and required follow-up in the appropriate system.
· Respond to routine and moderately complex client questions regarding appointments, services, preparation instructions, office processes, and related non-clinical information.
· Use approved scripts, workflows, decision tools, and service knowledge to ensure consistent service, accurate information, and appropriate resolution.
· Identify client needs, assess urgency, resolve issues within role scope, and route calls or requests to the appropriate department, team member, or leader when escalation is required.
· Support first pass yield by gathering complete information, resolving issues correctly on the first interaction when possible, and reducing rework, repeat contacts, and unnecessary handoffs.
· Maintain client confidentiality and follow all applicable privacy, security, and compliance requirements.
· Partner with clinical and operational teams to support smooth client flow, timely access to care, and consistent client communication.
· Assist with coaching, onboarding, or answering process-related questions for Patient Service Representative I team members as directed.
· Perform other administrative duties as assigned to support department operations.
Performance Expectations
· Meet or exceed established goals for proactive client outreach, rebooking, visit generation, membership engagement, and membership sales.
· Consistently deliver a high-level client experience that exceeds expectations and reflects Allure service standards.
· Demonstrate strong ownership of client retention by identifying at-risk clients, following up promptly, and supporting continued engagement.
· Resolve routine and complex service concerns independently when appropriate and escalate clinical, compliance, or leadership-related matters in a timely manner.
· Use accurate knowledge of Allure products, services, treatment pathways, and membership options to support client education and confident recommendations.
· Maintain timely, accurate documentation of outreach, follow-up, membership conversations, client concerns, and resolution steps.
· Partner effectively with team members to ensure continuity, responsiveness, and a seamless client experience.
Join our team as a Patient Service Representative to contribute to delivering outstanding patient care through efficient administrative support and compassionate service!
Pay: From $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Aesthetic treatments: 1 year (Preferred)
Work Location: In person
