Remote Patient Service Agent

At Anne Arundel Dermatology we give exceptional care - to our patients and to eachother. 

Patient First | Caring | Accountability | Trust | One Team | Growth

Founded 50+ years ago with a mission to provide the highest quality and full spectrum of medical, surgical, and esthetic skin care services to each and every one of its patients, Anne Arundel Dermatology has assembled the finest group of dermatologists in the Mid-Atlantic and Southeastern states. With 250+ clinicians and 110+ locations in 7 states, we’re thriving, growing, and looking to add talented individuals to our team!

Anne Arundel Dermatology (www.AADermatology.com) is one of the region’s largest dermatology and cosmetics practices in the mid-Atlantic. We are growing incredibly fast and we are seeking to build a remote workforce call center in the Raleigh, North Carolina region. Here are the reasons why you should come work with us:

• Earn an additional 10%-20% in monthly performance bonuses
• Compete for prizes with monthly performance contests
• Earn extra paid days off with strong attendance and reliability
• Monday-Friday (40 hours per week)

This role is the perfect doorway into healthcare as we build specific career paths for each candidate. We’ve promoted candidates through our Patient Service Center into cosmetic roles, clinical roles (ex: Medical Assistants), and leadership roles (ex: Managers and Supervisors). Our Patient Service Agent role introduces you to the systems we use for patient and practice management, as well as the methods we leverage to successfully manage significant patient communication and scheduling. Those opportunities are earned by facilitating great patient experiences, expanding your skills each month, and managing details efficiently and accurately. Here are the duties and qualifications for this role:

Reporting to a Patient Service Center Manager, the Patient Service Agent (PSA) manages 80-100 inbound/outbound calls daily, assist patients with appointment scheduling, and ensure accurate communication between patients, physicians, and pharmacies. The PSA contributes to a high-performance team in a fast-paced environment.  

Pay rate: $18/hour base + potential earnings in monthly performance bonuses (based on performance - not guaranteed)

Full-time (40 hours per week)

Duties/Responsibilities: 

• Efficiently handles 80-100 inbound/outbound calls each day. 

• Masters internal systems and tools (phone system, EHR, etc.). 

• Views and manages provider scheduling and communications. 

• Collects and manages patient information with respect and detail, in accordance with industry regulations (HIPAA, PHI, etc.). 

• Consults with patients to schedule and re-schedule appointments. 

• Actively listens to patients and effectively communicates, using empathy and concern, both verbal and written. 

• Escalates patient situations that require unique attention. 

• Achieves and surpasses individual monthly performance goals. 

• • Other duties assigned as deemed necessary by management. 

Required Skills/Abilities: 

• Professional, pleasant, and clear speaking voice. 

• Positive attitude that shines through to our patients on the phone. 

• Attention to detail, specifically professional writing skills. 

• Able to follow directions and comply with policies and procedures. 

• Must have a quiet office or in-home workspace conducive to patient privacy. 
• Must have reliable, high-speed internet for streaming/handling phone calls, attending video training.

Education/Experience:  

• 1-3 years of general customer database (CRM) experience. 
• 1-3 years of Call Center experience (preferred)

• College education (completed degree or relevant coursework). 

• 1-3 years of call center experience preferred. 

• Experience with making outbound sales/service calls preferred. 

• 1-5 years of experience within the healthcare industry preferred. 

• Bilingual preferred (Spanish) 

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer. 
• Must be able to lift 15 pounds at times.