Access Care Representative, Call Center

Job Description

• Greet all customers with a positive, friendly attitude during every interaction to promote a welcoming environment.
• Provide high‑quality customer service through multiple channels, including phone, electronic messaging, and in‑person interactions.
• Perform patient registration tasks accurately, including collecting and verifying demographic and insurance information.
• Schedule patient appointments efficiently while maintaining clear communication about availability and options.
• Verify insurance coverage and eligibility to ensure accurate billing and reduce claim denials.
• Monitor patient wait times continuously and collaborate with clinical and administrative teams to update patients regarding any delays.
• Respond to patient inquiries and provide necessary information in compliance with HIPAA and organizational confidentiality policies.
• Review financial work lists regularly, analyze discrepancies or issues, and take corrective action as directed by supervisors.
• Maintain inventory awareness, restocking supplies promptly and placing orders when necessary to ensure smooth operations.
• Promote and ensure adherence to all relevant regulatory and compliance standards within the access care environment.
• Participate actively in Performance Improvement initiatives to enhance service quality, efficiency, and patient satisfaction.
• Document interactions and activities accurately in electronic systems to support continuity of care and reporting needs.

Minimum:

• High school diploma or equivalent.

Preferred:

• Two years' experience in medical environment with working knowledge of insurance applicable to outpatient medical care.
• Proficient computer skills, knowledge of Medical Terminology, experience with scheduling.
• Certified Healthcare Access Associate (CHAA).
• Current driver's license.

Work Environment

• Work is performed in an office environment that requires working in proximity to other employees and patients. The office is air conditioned, as well we heated.
• Exposure to equipment cleaning solutions and disinfectants is possible.
• Environment is fast‑paced and includes frequent interruptions.
• Position requires frequent sitting, walking, standing and bending, with the possibility of patient transport.
• Mobility may include access through a multi‑level facility, including climbing stairs, as well as coverage of multiple sites. Reasonable access to transportation to meet work requirements made in the ordinary course of business in a timely and efficient manner is necessary.

Age of Patients Served

• All Age Groups

HIPAA Roles‑Based Access to Patient Information

• Non Clinical ‐ Access to patient demographics/insurance information ‐ Level 1