Contact Center Agent - Patient Access

Responsibilities

• Handle medium to high-volume inbound and outbound calls from patients and referral sources; follow approved scripts and referral intake workflows; verify and capture required data; schedule appointments; support all work queues within SLA; complete accurate, timely documentation and after-call work (ACW).
• Demonstrate empathy, warmth, and confidence on every call, with timely scheduling and clear next steps, even when barriers exist.
• Meet individual KPI benchmarks for call/referral volume, productivity, and accuracy while safeguarding PHI and complying with HIPAA.
• Adhere to assigned schedules, breaks, and meetings; maintain strong attendance and punctuality.
• Identify and proactively address barriers to scheduling; guide patients toward solutions using clear, compassionate communication, escalating appropriately to support one-call resolution.
• Actively participate in huddles, trainings, coaching, and feedback loops; contribute process observations to improve workflows and patient experience.

Qualifications

• Minimum Education Required: High School Diploma or equivalent
• Preferred: Some accredited post-secondary education preferred, ideally in medical office–related coursework (e.g., medical terminology)
• Minimum Experience Required: Prior customer service ideally in contact center/call center experience with the ability to manage a medium to high-volume, fast-paced call environment (e.g., 50+ calls per day) while maintaining empathy, accuracy, and professionalism
• Proven success working from KPIs (quality, adherence, productivity)
• Preferred: 1+ year in a customer service environment; healthcare or patient access experience a plus
• Remote work experience with strong self-management, communication, and technical skills to support virtual operations
• Familiarity with contact center platforms (e.g., RingCentral, NICE CXOne, Five9) and EHR/scheduling systems
• Knowledge Skills And Abilities: Excellent inbound/outbound phone skills: rapport building, active listening, clear call control, and confident scheduling; Strong verbal and written communication; accurate, concise account notations; Consistent professionalism, empathy, and emotional intelligence in a fast-paced, metrics-driven environment — even during high volume or challenging interactions; Demonstrates genuine care for patient outcomes, not just task completion; Brings energy, warmth, and professionalism to every interaction, regardless of call volume; Comfortable taking ownership of conversations and leading patients through uncertainty (e.g., scheduling, referrals, insurance questions); Thrives in a highly structured, high-accountability remote environment with real-time performance visibility; Multitasking & systems navigation: work across multiple applications while engaging the caller; Proficient typing and computer literacy are essential; Consistently meets attendance, quality, productivity, accuracy, conversion, and schedule adherence expectations; Reliable participation in assigned schedules, huddles, coaching, and training; Compliance: Understands and follows HIPAA and organizational privacy/security policies; Workspace: Designated, distraction-free area suitable for handling PHI in a remote setting. Workspace must support focused, uninterrupted work during scheduled hours; Connectivity: Agents must maintain a stable, hardwired internet connection with a minimum speed of 75 Mbps to ensure reliable performance

Pay

$17.50-$22.74 per hour

Schedule

Work schedule hours may vary and change according to business need between the hours of 6:00am to 10:00pm. We are considering candidates with open work schedule availability 6:00am-10:00pm weekdays.