HCR-Patient Access Specialist / Health Care Representative

Key Responsibilities

• Serves as the first point of contact for patients, ensuring a professional, courteous, and welcoming voice on the phone.
• Advocate for members by coordinating with providers and insurers to remove barriers to care.
• Respond to calls from patients, physicians, physicians’ office staff, and peers, and uses good judgement to determine the urgency of the situation.
• Work collaboratively with internal teams to ensure accurate and seamless service.
• Maintain strict confidentiality of all patient information and documentation.
• Meet performance goals while continuously learning and developing expertise in healthcare navigation.
• Schedule, reschedule, and optimize patient appointments.
• Perform appointment confirmations (calls/texts) 1–2 days in advance if applicable.
• Manage cancellations, no-shows, and same-day openings to help keep provider schedules full.
• Verify patient insurance eligibility and benefits prior to appointments.
• Ensure all patient demographics and insurance information are accurate and up to date.
• Communicate co-pays, deductibles, and balances clearly to patients.
• Maintain accurate records in EHR (Epic).
• Scan documents, update patient charts, and ensure compliance with office protocols.
• Understand and consistently demonstrate daily compliance to standardized practices and procedures.
• Work closely with clinical staff and providers to ensure smooth patient flow.
• Work on a team toward surpassing departmental goals and objectives across multiple departments and facilities.
• All other duties as assigned.

Minimum Requirements

• Knowledge normally acquired through a high school education; a minimum of one year of related and progressively more responsible or expansive work experience in a medical office, medical clinic, or in mental health office; or an equivalent combination of education and experience.

Desired Qualifications

• Highly skilled in navigating multiple computer systems simultaneously, with advanced proficiency in Microsoft Office Suite.
• Call Center Phone system education or experience preferred.