PATIENT ACCESS REPRESENTATIVE

Job Summary: 

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.

Supervisory Responsibilities: N/A

Essential Duties / 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.

Required Skills / Abilities: 

• Previous experience in a call/contact center, customer service, or healthcare setting preferred.
• Excellent communication skills, both verbal and written, with a courteous and professional demeanor.
• Strong interpersonal skills and the ability to interact effectively with patients, caregivers, and colleagues.
• Proficiency in using computer software and navigating electronic systems; experience with appointment scheduling software or electronic health records (EHR) systems is advantageous.
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
• Attention to detail and accuracy in documentation and data entry.
• Commitment to maintaining patient confidentiality and adhering to privacy regulations.

Education and Experience: 

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

*StrideCare is an Equal Opportunity Employer and is committed to diversity and inclusion in our workforce. We encourage applications from candidates of all backgrounds and experiences.

• Involves sitting for extended periods of time.
• Home office setup: Maintain a dedicated workspace conducive to work and free from distractions.
• Reliable high-speed internet connection: Capable of supporting voice calls, data entry, and system usage without interruptions.
• Workspace security: Maintain a secure and confidential home office environment, adhering to company policies on data security and privacy.