Patient Services Representative

Reports to: Patient Services Team Trainer

Hours: 40 hours/week

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the worlds leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals

Summary We are seeking a Patient Services Representative to provide centralized scheduling support for multiple clinic locations. This role focuses on patient coordination, appointment scheduling, and insurance support to ensure an efficient and positive patient experience.

Responsibilities

Scheduling Operations

• Schedule medical, surgical, and cosmetic appointments according to provider protocols.
• Identify correct appointment types and assign to appropriate providers.
• Optimize provider schedules to minimize gaps and maximize utilization.
• Manage urgent appointment requests and triage scheduling needs.
  
  

• Confirm patient demographics and update records in the EHR.
• Provide appointment preparation instructions and assist with portal enrollment.
• Communicate with patients via phone, text, and patient portal messages.
• Answer basic questions regarding schedules, billing, and referrals.
• Monitor and respond to patient messages promptly.
  
  

• Input and verify patient insurances accurately.
• Identify visits requiring prior authorization or referrals and notify staff.
• Explain insurance requirements and referral limitations to patients when appropriate.
  
  

• Assist with patient recalls and annual appointment reminders.
• Collaborate with teams to resolve scheduling or insurance issues.
• Escalate complex patient concerns appropriately.
• Participate in team meetings, training, and workflow improvement initiatives.
  
  

• Handle 100+ calls/day and maintain 80% phone availability.
• Achieve at least 90% scheduling accuracy and patient service standards.
• Contribute to team metrics, including missed call rate and average wait time.
  
  

• 2+ years in a fast-paced, English-speaking call center or U.S. healthcare support role.
• Familiarity with U.S. insurance types is a plus.
• Excellent spoken and written English with professional phone presence.
• Strong listening, problem-solving, and patient communication skills.
• Strict adherence to HIPAA privacy and security standards.
  
  

• Monday to Friday 9PM - 6AMM (Manila Time)
  
  

• Hybrid with possibility of Fully Remote after 10-12 months depending on performance
• Candidates are expected to have a conducive (quiet, distraction-free) dedicated workspace
• Equipment will be provided by the company
• Hired staff is required to have a stable and reliable internet connection with at least 20MBPS for both download AND upload speed.