Patient Portal Representatives

Westchester, NY



  • Answer inbound calls from patients in a professional, respectful manner. Identify/clarify the presenting issue by asking open and closed questions.
  • Follow standard procedures for providing support and resolving issues.
  • Assist patients with troubleshooting technical difficulties on the Patient Portal.
  • When issue must be forwarded to another department, thoroughly review the issue, ensuring that all necessary information is included, and then route the issue to the appropriate department.
  • When calls must be transferred, use warm transfer technique and remain with the patient until the appropriate party is reached.
  • Initiate and prepare follow-up contact with patient as necessary. Ensure that follow-up occurs in a timely fashion, and with accurate information.
  • Utilize effective de-escalation techniques when dealing with upset or anxious callers.
  • Exercise effective problem-solving and conflict resolution skills when handling patient complaints; refer patient complaints to appropriate staff as needed.
  • After attempting to help the patient, escalate calls as required to the Senior Patient Portal Representative.
  • Document all communication appropriately for every account-level interaction.
  • Inform Senior Patient Portal Representative of any operational issues impacting workflow or patient satisfaction in a timely manner (e.g., technology issues or any issue which does not allow the job function to be performed).
  • Maintain and ensure the confidentiality of all patient information at all times as required by HIPAA requirements and company policies.
  • Understand and adhere to all policies and procedures, as well as local, state and federal regulations, relevant to their area of operation.




  • High School Diploma/GED.
  • A minimum of one to three (1-3) years of experience in a professional setting with responsibilities which included regular interaction with others.
  • Must have demonstrated telephone etiquette and excellent interpersonal and customer service skills.
  • Must be comfortable utilizing technology and be proficient in a Windows-based computer environment.
  • Prior experience in a medical office and with medical team






Note: Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, we will keep your resume on file for future opportunities and may contact you for further discussion.

Date Posted 2/10/2021
Salary $17.00 - $20.00/hr

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