Patient Support Representative

About the Company

Catholic Medical Center (CMC) is a 330-bed not-for-profit acute-care hospital and healthcare system located in Manchester, New Hampshire, with a proud history of providing quality healthcare to the region since 1894. As the only hospital in New Hampshire to be recognized by Forbes as a ‘Best-in-State Employer’ three years in a row, CMC is committed to delivering exceptional patient care and fostering a supportive, values-driven environment for its employees. Our mission is to serve our community with compassion and excellence, offering a comprehensive range of medical services, including cardiac care, orthopedic surgery, cancer services, and primary care.

Job Description

We are seeking a dedicated and empathetic Patient Support Representative to join our remote team. This role is crucial in ensuring our patients and their families receive outstanding service and support, helping them navigate their healthcare journey with ease and understanding. As a Patient Support Representative, you will be the first point of contact for many, providing vital information, resolving inquiries, and connecting patients with the appropriate resources. This is a 100% remote position, offering flexibility while maintaining our commitment to high-quality patient care.

Key Responsibilities

• Serve as the primary point of contact for patient inquiries via phone, email, and chat.
• Provide compassionate and accurate information regarding appointments, services, billing, and general inquiries.
• Assist patients with scheduling, rescheduling, and canceling appointments.
• Document all patient interactions thoroughly and accurately in the electronic health record (EHR) system.
• Escalate complex issues to appropriate clinical or administrative staff for resolution.
• Maintain strict confidentiality of patient information in compliance with HIPAA regulations.
• Educate patients on available resources and support programs.
• Contribute to a positive and supportive patient experience with every interaction.

Required Skills

• Minimum of 2 years experience in a patient-facing customer service or support role, preferably in a healthcare setting.
• Exceptional verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with computer systems, including Microsoft Office Suite and experience with electronic health record (EHR) systems.
• Ability to work independently and manage time effectively in a remote work environment.
• High level of empathy, patience, and professionalism.
• Ability to navigate complex inquiries and provide clear, concise information.
• High school diploma or equivalent.

Preferred Qualifications

• Associate's or Bachelor's degree in Healthcare Administration, Communications, or a related field.
• Experience with Epic EHR system.
• Bilingual proficiency (especially Spanish) is a plus.
• Certification in medical terminology or healthcare customer service.

Perks & Benefits

• Competitive salary and comprehensive benefits package, including medical, dental, and vision insurance.
• 403(b) retirement plan with employer match.
• Generous paid time off and holidays.
• Employee wellness programs.
• Opportunities for professional development and career growth within a leading healthcare system.
• Access to an Employee Assistance Program (EAP).
• Positive and supportive work environment.

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