PATIENT ACCESS REPRESENTATIVE I

About the role

*****Houston Texas Metro area only***** The Patient Access Representative is responsible for managing inbound and outbound calls, coordinating appointment scheduling, and providing detailed information about clinic services. The primary responsibility of this position is to ensure seamless communication between callers and clinic staff. Essential qualities required include but are not limited to strong communication skills, meticulous attention to detail, and the ability to efficiently handle multiple tasks in a dynamic environment.

Responsibilities

• Handling incoming calls and providing information
  • Handle incoming calls from patients, caregivers, and other stakeholders professionally and courteously.
  • Listen attentively to callers' concerns or inquiries, provide accurate information, and follow established scripts and guidelines.
  • Assist callers with general inquiries, navigation assistance, and direct them to appropriate resources or departments as needed.
  • Determine and obtain callers' consent before transferring calls to clinic staff for further assistance, ensuring a smooth transition.
• Appointment scheduling and confirmation
  • Utilize EHR (Electronic Health Record) software to book appointments based on caller preferences and clinic availability, verifying patient information and insurance details as necessary.
  • Confirm appointment details with callers and provide necessary instructions or reminders.
• Information provision and documentation
  • Provide relevant information to clinic staff for effective continuation of the conversation.
  • Maintain accurate and detailed records of all interactions with patients and callers.
  • Document patient inquiries, actions taken, and any follow-up required in the designated system.
  • Ensure compliance with privacy regulations and organizational policies when handling patient information.
• Participate in cross-training programs to develop proficiency across multiple contact center functions.
• Assist in the onboarding and training of new contact center team members to ensure a smooth transition and maintain operational standards.
• Collaborate with team members across clinics to foster a cohesive and supportive work environment.
• Embrace continuous learning and skill development opportunities to enhance overall contact center efficiency.
• Other duties as assigned.

Qualifications

• High school diploma
• Previous experience in a call/contact center, customer service, or healthcare setting preferred.

Skills

• Previous experience in a call/contact center, customer service, or