[Hiring] Patient Service Agent @Anne Arundel Dermatology

Role Description

Anne Arundel Dermatology is hiring a Patient Service Agent to join our remote Call Center team, with a targeted start date of July 13th, 2026. This is a full-time, remote position supporting our dermatology practices through high-volume patient calls, appointment scheduling, and care coordination.

Patient Service Agents are trained on the systems that power our practices, including patient scheduling platforms, electronic health records, and structured call workflows. Growth within the organization is performance-driven and earned through accuracy, reliability, and consistently delivering a positive patient experience.

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.

Qualifications

• Clear, professional, and pleasant speaking voice suitable for frequent patient phone interactions.
• Warm, friendly, and engaging phone presence with a consistently positive, service-oriented demeanor.
• Strong customer service mindset with the ability to communicate calmly and empathetically.
• High attention to detail, including accurate written documentation and data entry.
• Ability to follow established workflows, scripts, and policies consistently.
• Comfort working in a high-volume, performance-driven call center environment.
• Demonstrated reliability, punctuality, and consistent attendance.
• Strong time-management skills and accountability in a remote setting.
• Ability to work independently while remaining responsive and engaged with a team.
• Quiet, private home workspace that supports patient confidentiality and HIPAA compliance.
• Reliable, high-speed internet capable of supporting VoIP phone systems and video-based training.

Requirements

• 1-3 years of general customer database (CRM) experience.
• 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).
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

Benefits

• Medical, dental, and vision insurance, effective the first day of the month following your start date.
• Short-term and long-term disability coverage, voluntary life insurance (for employees, spouses, and children), critical illness insurance, and hospital indemnity coverage, effective the first day of the month following hire.
• Company-paid basic life insurance and accidental death & dismemberment (AD&D) coverage.
• 80 hours of paid time off (PTO) and six paid federal holidays annually.
• Retirement savings plan.
• Employee discounts on cosmetic services and products.