JOB TITLE: Patient Communications Specialist
REPORTS TO: Call Center Manager
SUMMARY: The Patient Communications Specialist serves as the first point of contact for prospective and existing patients, delivering an exceptional patient experience across multiple medical specialties. This role is responsible for responding to patient inquiries, converting new leads into scheduled consultations, coordinating appointments, conducting proactive follow-up, and ensuring seamless communication throughout the patient journey.
Working in a fast-paced, high-volume contact center, the Patient Communications Specialist manages inbound and outbound communications through phone, text, email, live chat, social media, and other digital platforms while maintaining accurate documentation within the organization's CRM and EMR systems.
The ideal candidate is compassionate, patient-focused, detail-oriented, and results-driven, with the ability to build trust, communicate effectively, and consistently meet quality, productivity, and scheduling performance goals.
Essential Duties & Responsibilities
Patient Communication & Scheduling
- Answer inbound calls from prospective and existing patients in a professional, empathetic, and timely manner.
- Respond to patient inquiries regarding our services, providers, insurance, and appointment availability.
- Schedule consultations across multiple specialties while following departmental protocols.
- Reschedule appointments promptly while maximizing provider schedules and minimizing delays.
- Transfer calls appropriately to clinical staff, and other cross functional departments to ensure seamless patient care.
Lead Management & Patient Follow-Up
- Contact new leads promptly according to department response time standards.
- Conduct outbound follow-up to nurture prospective patients through the scheduling process.
- Re-engage inactive leads and patients who missed or canceled appointments using established follow-up workflows.
- Complete all assigned tasks daily.
- Maintain consistent communication with patients to improve appointment attendance and patient satisfaction.
Documentation & Data Management
- Accurately enter new leads into the CRM.
- Verify and update patient demographics, insurance information, and referral/marketing source.
- Document all patient interactions thoroughly within the EMR and CRM systems.
- Ensure all patient records remain accurate, complete, and compliant with company policies.
Multi-Channel Communication
Monitor and respond to communications received through multiple platforms, including:
- Incoming phone calls
- Text messages
- Live Chat
- Social Media messaging (Facebook, Instagram, etc.)
- Microsoft Teams
- Microsoft Outlook
- Answering Service messages
Customer Service Excellence
- Deliver an exceptional patient experience by demonstrating empathy, professionalism, and active listening.
- Resolve patient concerns efficiently while maintaining a positive, solution-focused approach.
- Build trust with patients by providing accurate information and clear communication.
- Maintain confidentiality and comply with HIPAA regulations.
Performance Expectations
- Meet established productivity and quality metrics, including scheduling, response times, documentation accuracy, attendance, and patient experience standards.
- Demonstrate flexibility by supporting multiple service lines and adapting to changing business needs.
- Participate in ongoing training, coaching, quality assurance reviews, and process improvement initiatives.
- Perform additional duties as assigned.
Success in This Role
A successful Patient Communications Specialist consistently demonstrates the following:
- Delivers compassionate, patient-centered service while creating a positive first impression for every caller.
- Responds promptly to new patient inquiries and follows up consistently to maximize appointment conversions.
- Meets or exceeds departmental Key Performance Indicators (KPIs), including scheduling conversion, response times, documentation accuracy, quality assurance reviews, attendance, and productivity goals.
- Accurately documents all patient interactions, insurance information, and scheduling activities within the EMR and CRM systems.
- Effectively manages a high volume of inbound and outbound communications across multiple channels while maintaining attention to detail.
- Demonstrates professionalism, accountability, and reliability by adhering to department policies, schedules, and performance expectations.
- Communicates clearly and confidently with patients, providers, and internal teams to ensure a seamless patient experience.
- Maintains patient confidentiality and complies with all HIPAA and company privacy policies.
- Remains adaptable to changing priorities, new service lines, and evolving business needs while contributing positively to the team environment.
- Embraces coaching, ongoing training, and continuous improvement to enhance individual performance and the overall patient experience.
Qualifications
Required
- High School Diploma or equivalent.
- Minimum two (2) years of experience in a high-volume call center, patient access, medical scheduling, or customer service environment.
- Bilingual in English and Spanish.
- Strong verbal and written communication skills.
- Excellent organizational, multitasking, and time management skills.
- Proficient with Microsoft Outlook, Word, Teams, and basic computer applications.
- Experience working with EMR and CRM systems.
- Ability to type accurately while documenting patient interactions.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred
- Previous experience in a medical practice, specialty clinic, or healthcare call center.
- Familiarity with bariatric surgery, weight loss programs, vein treatments, orthopedic, podiatry, or other specialty medical services.
- Knowledge of medical terminology and insurance verification processes.
Schedule
- Full-Time (40 hours/week)
- Monday-Friday, occasional Saturdays
- 7:00 AM - 7:00 PM
- Must be available to work occasional Saturdays on a rotating schedule.
- Flexibility to work within the Call Center's operating hours based on business needs.
Benefits
- Competitive hourly pay
- 401(k) with company match
- Medical, Dental & Vision Insurance
- Life Insurance
- Paid Time Off
- Flexible Spending Account
- Disability Insurance
Job Type: Full-Time
Pay: Starting at $21.00 per hour
Work Location: In Person – Encino, CA
Job Type: Full-time
Pay: From $21.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Microsoft Outlook: 1 year (Required)
Language:
- English (Required)
- Spanish (Required)
Ability to Relocate:
- Encino, CA 91316: Relocate before starting work (Required)
Work Location: In person
