Patient Services Specialist - Call Center

Specialty Call Center Representative (Hybrid)

We are seeking a highly organized and customer-focused Specialty Call Center Representative to support multiple specialty clinics in a fast-paced healthcare environment. This hybrid position serves as the first point of contact for patients and referring providers, ensuring exceptional customer service, accurate appointment scheduling, and efficient management of referral workflows.

The ideal candidate thrives in a high-volume, multi-phone line setting, demonstrates exceptional attention to detail, and can effectively manage multiple priorities while maintaining accuracy and professionalism.

Key Responsibilities

• Answer and manage high volumes of incoming calls for multiple specialty clinics.
• Schedule, reschedule, and cancel patient appointments accurately according to clinic-specific scheduling protocols.
• Gather and verify patient demographic, insurance, and registration information.
• Perform symptom screening and accurately document patient concerns for review by the clinical triage team.
• Route urgent or clinically concerning calls according to established protocols.
• Review, process, and manage referral work queues to support timely patient access to specialty care.
• Coordinate communication between patients, providers, clinical staff, and referring offices.
• Maintain accurate patient records within the electronic health record (EHR) system.
• Monitor and prioritize multiple work queues while meeting productivity and quality standards.
• Ensure compliance with HIPAA, organizational policies, and patient confidentiality requirements.
• Provide exceptional customer service while resolving patient questions and concerns professionally.

Providence caregivers are not simply valued – they’re invaluable. Join our team at Providence Medical Group Southwest Washington and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Required Qualifications:

• 1 year Medical office or related healthcare experience or,
• 6 months Experience as a Providence employee in an Associate PSS role.

Why Join Providence? 

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

Accepting a new position at another facility that is part of the Providence family of organizations may change your current benefits. Changes in benefits, including paid time-off, happen for various reasons. These reasons can include changes of Legal Employer, FTE, Union, location, time-off plan policies, availability of health and welfare benefit plan offerings, and other various reasons.