Patient Access Representative

• Answer and manage a high volume of incoming telephone calls in a professional, courteous, and timely manner.
• Serve as the primary point of contact for callers, providing accurate information and directing calls to the appropriate department or team member.
• Schedule, confirm, reschedule, and cancel appointments according to established procedures.
• Assist callers with questions regarding appointments and services.
• Triage calls appropriately and escalate urgent or complex matters to the appropriate staff member.
• Document telephone messages accurately and ensure timely follow-up.
• Provide exceptional customer service and maintain a calm, professional demeanor during difficult or high-volume situations.
• Perform insurance verification and eligibility checks prior to appointments and as needed.
• Review insurance information for accuracy and identify missing, outdated, or incorrect information.
• Obtain and update patient demographic, insurance, and contact information.
• Communicate insurance-related information and requirements to patients while maintaining confidentiality.
• Collect copays, deductibles, balances, or other applicable payments in accordance with office policies.
• Greet and check in patients/visitors in a professional and welcoming manner.
• Check patients in and out and ensure all required forms, documentation, and information are completed.
• Coordinate front desk responsibilities while simultaneously maintaining appropriate telephone coverage.
• Assist with appointment scheduling and maintaining an accurate and organized appointment calendar.
• Process administrative tasks as assigned.
• Maintain accurate documentation in the electronic medical/office record system.
• Follow established procedures for patient privacy, confidentiality, and handling of sensitive information.
• Communicate effectively with clinical, administrative, billing, and other departments to resolve patient concerns.
• Assist with outbound calls, appointment reminders, follow-ups, and other call-center campaigns as needed.
• Maintain knowledge of office services, scheduling procedures, insurance requirements, and frequently asked questions.
• Support other front desk and administrative functions as needed to maintain smooth daily operations.
• Demonstrate flexibility by rotating between call center and front desk responsibilities based on business needs and call volume.
• Participate in cross-training and maintain competency in all assigned front desk and call center functions.
• Identify opportunities to improve the patient/customer experience and communicate recurring issues or concerns to management.
• Perform other duties and responsibilities as assigned.
• Travel to all sites as needed.

• Consistently provide professional, friendly, and efficient telephone service.
• Maintain accuracy when scheduling appointments, verifying insurance, entering information, and documenting calls.
• Minimize missed calls and ensure callers receive timely and appropriate assistance.
• Demonstrate the ability to multitask effectively between incoming calls, patients at the front desk, and administrative responsibilities.
• Maintain a high level of professionalism, confidentiality, reliability, and teamwork.
• Be willing and able to work in both the front desk and call center functions, providing coverage wherever needed.

• High School Diploma or Equivalent Preferred
• One (1) year of Data Entry/Medical Office Experience Preferred
• Strong Customer Relations Skills
• Bilingual in (English/Spanish) highly preferred.
• A valid driver’s license and proof of Auto insurance as travel may be requested from time to time.