ptSource, LLC

Compensation

Full Description

MUST RESIDE IN THE FOLLOWING STATES TO BE CONSIDERED FOR EMPLOYMENT: NY, PA, NC, FL, TN, ME, CO, OH, SC About ptSource At ptSource, we are transforming the way patients and providers connect. As a medical-only patient engagement solution, we partner with medical offices, specialty practices, and hospitals to ensure patients have access to seamless, reliable support—24 hours a day, 365 days a year. Our innovative platform is designed to enhance the patient experience by making communication with healthcare providers easier, faster, and more accessible. By delivering greater convenience, we help reduce costs and boost revenue for our clients—increasing appointments and referrals while lowering no-show rates, call volumes, and call abandon rates. When healthcare teams' partner with ptSource, they gain back valuable time and resources to do what they do best: deliver exceptional care and improve patient health outcomes. We are also committed to excellence in compliance. Our solutions support medical practices in meeting strict regulatory standards, including HIPAA, FQHC requirements, and accrediting body guidelines, ensuring every interaction is secure, professional, and aligned with industry best practices. Position Summary: Under the supervision of the Operations Manager, the Appointment Scheduling Support Specialist provides live assistance to patients and providers, supports the scheduling team by modeling best practices in appointment coordination and communication, and offers general administrative support as needed in a healthcare environment. Essential Duties and Responsibilities: • Anticipate potential call escalations and transfer to appropriate personnel, when necessary, in accordance with established protocols. • Support scheduling agents by addressing questions related to best practices and assisting with challenging or complex calls. • Communicate operational issues to management, identify areas for improvement, and contribute suggestions to enhance workflows and efficiency. • Respond to inbound calls from patients requesting to schedule, reschedule, or follow up on medical appointments. • Accurately document and relay messages between patients, providers, and healthcare practices. • Verify and update patient personal and demographic information in the system to ensure accuracy. • Collect and document all required information during the call, adhering to current scheduling and documentation procedures. • Reschedule appointments as needed due to provider availability, office hour changes, or other scheduling conflicts. • Manage referrals from partner practices in accordance with established workflows. • Conduct appointment reminder calls, document responses, manage waitlists, and follow up on patient no-shows. • Perform additional administrative or support duties as assigned by leadership, with or without reasonable accommodation. Required Qualifications: • High school diploma or equivalent required. • Ability to follow written and verbal instructions and apply problem-solving skills with guidance from a supervisor. • Proficiency in using computers and related applications, including Microsoft Outlook, Teams, and multi-line phone systems, with or without reasonable accommodation. • Familiarity with standard medical office procedures to support effective and professional communication with patients and providers. • Strong communication skills, including the ability to exchange information clearly and effectively using verbal, written, or assistive methods. Preferred Qualifications: • Familiarity with EHR Systems • Knowledge of medical terminology is a plus. • Physical Requirements and Working Conditions: • This position requires prolonged use of a computer and frequent communication via telephone or other accessible methods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Supervisory Responsibilities: None Equal Employment Opportunity Statement: ptSource is an Equal Opportunity Employer. We value a diverse workforce and provide equal employment opportunities without regard to race, religion, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, victim status, familial status, political activities, or lawful use of any product during non-working hours. Disclaimer: • This job description is not intended to be a contract of employment and is subject to change at any time with or without notice. Job Types: Full-time, Part-time Pay: $17.00 - $19.50 per hour Benefits: • 401(k) • 401(k) matching • Dental insurance • Flexible schedule • Health insurance • Opportunities for advancement • Paid sick time • Paid time off • Referral program • Vision insurance • Work from home Work Location: Remote