Patient Service Representative II - Call Center

Updated: 4 days ago
Location: Oklahoma City, OKLAHOMA

Patient Service Representative II - Call Center - 
Job Number:
: Family Medicine
Job Location
: Oklahoma-Oklahoma City-Health Sciences Center
: Full-time
Work Schedule: Monday - Friday
Salary Range: Up to $28,800.00 annually, based upon experience
Benefits Provided: Yes 
Required Attachments: None 

Job Description

POSITION INFORMATION:  The Patient Service Representative (PSR) will perform a variety of tasks within the facility and will serve as a first point-of-contact via telephone providing excellent customer service. The PSR position is considered a vital link and will collaboratively work with all clinical staff in support of direct patient services. PSR must be highly focused on optimal customer service.


  • Greet patients/callers over the telephone.
  • Responsible for handling large call volumes in a timely manner; includes appointment scheduling and messages.
  • Navigate through multiple software programs.
  • Obtain and/or update patient demographic on new and established patients.
  • Provide information about clinical operations and inquiries.
  • Direct/Transfer calls to other departments as needed.
  • Sort and process return mail.
  • Assist with preparation of medical record documents and correspondences to be scanned to patient charts.
  • Cross-train in PSR clinic role(i.e., check-in or check-out).
  • Participates in improving Call Center performance and productivity.
  • Recommends areas or approaches for improvement.
  • Other clinic related duties as assigned by supervisor or manager.


    Job Requirements


    Education:  High School diploma or GED


    Experience:  12 months experience in a customer service role.  

    Preference:  Minimum 24 months experience in a customer service role; 6 months experience as a medical receptionist, clinical clerical, or patient care role in a comparable health care setting. 


  • Ability to handle a “call center” environment; fast-paced, multi-tasking..
  • Effective “team player”; can work and relate well with co-workers.
  • Ability to communicate effectively on the telephone to serve the needs of the patient/caller in manner that is efficient and productive.
  • Exercise intermediate level of problem-solving and conflict resolution skills, especially with complex situations and handling upset or irate patients.
  • Understands the importance of maintaining confidentiality and will do so according to HIPAA standards.
  • Supports organizational and departmental changes and demonstrates a high degree of flexibility (i.e., unexpected absences, call volume variances, etc.).
  • Ability to work well under pressure with minimal supervision.
  • Ability to relate to persons with diverse educational, social economic, and ethnic backgrounds.
  • Promote sense of pride in the Call Center and positive interpersonal relations among all clerical and clinical staff.
    Hiring contingent upon a Background Check?- Yes
    Special Indications: None 
    Job Posting
    : May 28, 2020
    Unposting Date
    : Aug 27, 2020
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