Bilingual Patient Access Representative

CitiMed is a unique medical facility that provides exclusive healthcare amenities to our community. The range of medical and rehabilitative services offered has been specifically selected to treat traumatic injury patients. We provide a variety of health services including diagnostic and rehabilitation. Our vision directs the evolution of our practice, as we strive to improve our services to the community. All CitiMed offices are multilingual and staffed with individuals to make any experience pleasant. You can learn more about us at https://www.citimedny.com/.

CitiMed is growing rapidly and we are looking for many qualifying individuals to be a part of our team! With the support and hard work of all our employees, CitiMed continues to make its way down a successful road. CitiMed maintains a work culture that allows our team members to feel supported and confident in their work. We offer many learning opportunities with room for professional growth. If the responsibilities interest you and believe you have met the requirements, we strongly encourage you to apply!

Job Description:

The Patient Access Representative serves as the first point of contact for patients across all CitiMed locations and specialties, managing appointment scheduling, rescheduling, and confirmations while verifying insurance and referral information prior to each visit. This role is central to patient experience, schedule utilization, and revenue cycle accuracy, requiring accurate documentation, HIPAA compliance, and close coordination with site and clinical staff to resolve issues and manage day-of changes.

Detailed Responsibilities:

• Answer inbound calls and place outbound calls to schedule appointments across all CitiMed locations and specialties.
• Schedule, reschedule, confirm, and cancel appointments for any visit type, balancing patient needs with site and provider availability.
• Collect and verify patient demographic, insurance, and referral/order information, including insurance eligibility and prior authorization, prior to scheduling.
• Advise patients on visit-specific preparation instructions and required documentation.
• Document all call activity, inquiries, actions taken, and follow-up needs in the scheduling/EHR system.
• Respond to patient questions and concerns with empathy and professionalism, de-escalating and resolving issues or routing to the appropriate site or department.
• Coordinate with front-desk and clinical staff to manage same-day changes, no-shows, and urgent add-on requests.
• Maintain patient confidentiality and HIPAA compliance on every call.
• Meet call-quality, call-volume, and scheduling-accuracy standards as metrics are established.

Required Qualifications:

• Fully bilingual in English and Spanish (verbal and written), with the ability to conduct a full patient scheduling call and document notes accurately in either language.
• High school diploma or GED.
• Experience in a call center, medical front-office, or customer service role.
• Working knowledge of medical terminology, or demonstrated ability to learn it quickly.
• Proficiency with scheduling software, EHR systems, and standard office applications, with accurate typing and data entry.
• Strong phone etiquette, active listening, and clear verbal communication skills.
• Ability to multitask and stay organized in a fast-paced, high-call-volume environment.

Preferred Qualifications:

• Prior healthcare call center or medical scheduling experience across multiple specialties.
• Familiarity with Workers' Compensation, No-Fault, or personal injury authorization processes, directly relevant to CitiMed's patient population.
• Experience verifying insurance benefits and prior authorizations across multiple payers.
• Associate degree or equivalent.

Hourly Rate/Salary depends on experience.