Patient Access Representative Job – Dallas, TX

Patient Access Representative

Responsibilities

• Answer incoming calls promptly and professionally, providing a warm and welcoming experience for all patients.
• Schedule, reschedule, and cancel patient appointments according to established guidelines and scheduling templates.
• Verify patient demographics and insurance information, updating records in the electronic health record (EHR) system as needed.
• Provide patients with accurate information regarding services, clinic locations, and required documentation.
• Triage calls appropriately, directing inquiries to the appropriate department or team member when necessary.
• Make outbound calls for appointment confirmations, follow-ups, and patient reminders.
• Absorb and update patient registration, including updating forms and consent documents.
• Enter patient information into the system in compliance with HIPAA and internal data security policies.
• Assist patients with general inquiries related to billing, insurance, and financial assistance programs.
• Direct patients to the appropriate departments for more specialized needs.
• Follow standard operating procedures and scripting to ensure consistency in patient interactions.
• Maintain call center performance metrics, such as call handling time, first-call resolution, and patient satisfaction.
• Identify and escalate complex patient concerns to the Patient Access Supervisor for resolution.
• Support process improvements by providing feedback on common patient challenges and workflow inefficiencies.
• Maintain up-to-date knowledge of clinic policies, services, and provider schedules.

Requirements

• Strong customer service skills with the ability to communicate effectively and compassionately.
• Ability to handle high call volumes while maintaining accuracy and professionalism.
• Strong attention to detail with excellent data entry and organizational skills.
• Proficiency in Microsoft Office (Outlook, Word, Excel) and electronic health record (EHR) systems.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• A team-oriented mindset with a commitment to providing a positive patient experience.
• Bilingual (English/Spanish) preferred.

Education and Experience

• A high school diploma or GED required; an associate's degree preferred.
• One year or more of experience in a healthcare call center, medical front desk, or patient access role.
• Experience with medical scheduling, patient registration, and insurance verification is a plus.