Contact Center Representative

**!!PLEASE READ!!** This position requires a HIPAA\-compliant remote workspace that is secure, private, and free from distractions and background noise. Employees must ensure that all work is performed in a setting that protects confidential and personal health information in accordance with HIPAA and company privacy standards. **MUST RESIDE IN THE FOLLOWING STATES TO BE CONSIDERED FOR EMPLOYMENT:** NY, PA, NC, FL, TN, ME, CO, OH, SC, CT **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:** The Contact Center Representative serves as a primary point of contact for patients, customers, providers, and client staff, delivering professional, accurate, efficient, and compassionate service on behalf of multiple medical practices. This position performs appointment scheduling and related patient\-access and communication functions across multiple systems while following established client\-specific workflows, protocols, and company requirements. Working in a fast\-paced contact center environment, the Agent manages competing priorities while remaining accountable for service quality, accuracy, productivity, average handle time, unavailable time, attendance, and schedule adherence. The Agent is expected to complete each interaction efficiently and accurately while consistently providing an excellent patient experience. **Essential Duties and Responsibilities:** Essential functions of this position include, but are not limited to, the following: * Provide an excellent patient experience through professional, compassionate, accurate, and efficient service. * Respond to inbound calls, texts, chats, and other assigned communications for multiple client accounts in accordance with established company and client requirements. * Schedule, reschedule, confirm, and cancel appointments accurately based on provider availability and client\-specific scheduling guidelines. * Compl