Patient Services Representative

The Patient Access Representative is often one of the first voices patients hear when contacting Family HealthCare. In this role, you will answer incoming calls, assist patients with questions, and schedule appointments across all Family HealthCare locations.

You will work closely with providers, nursing, registration, enrollment, interpreting services, and other support teams to ensure each patient is connected with the right person, department, or service. No two calls are exactly the same, making this a great opportunity for someone who enjoys variety, teamwork, problem-solving, and making a positive difference in a patient's day.

What You'll Do

• Provide friendly, helpful, and professional service to patients, coworkers, and community partners.
• Answer incoming calls and create a welcoming experience from the very first "hello."
• Schedule, reschedule, and cancel appointments using established workflows and scheduling guidelines.
• Listen carefully to patient needs and connect them with the appropriate department, service, or team member.
• Collaborate with nursing, providers, registration, enrollment, interpreting services, and other departments to coordinate patient care.
• Route clinical questions and concerns to the appropriate nursing or medical team.
• Document patient conversations accurately and thoroughly in Epic.
• Help patients understand and navigate Family HealthCare services, resources, and appointment options.
• Stay current on department workflows, appointment types, provider schedules, and services available at each location.
• Participate in meetings, trainings, and process-improvement activities.
• Step in to support other departments and organizational needs when needed.
• Perform other duties and take on new challenges as assigned.

What You'll Bring

• The ability to manage fluctuating call volumes while remaining friendly, calm, and professional.
• A positive attitude and the ability to stay focused in a fast-paced environment.
• Strong organizational, prioritization, and time-management skills.
• Clear and professional verbal and written communication skills.
• Excellent customer-service and interpersonal skills.
• Strong attention to detail and a commitment to accuracy.
• The confidence to identify next steps while following established policies, procedures, and scheduling guidelines.
• The ability to work independently while also being a reliable and supportive team member.
• Strong collaboration skills and the ability to communicate effectively across multiple departments.
• Flexibility and adaptability as workflows, schedules, and organizational needs change.
• A commitment to protecting patient confidentiality and sensitive information.
• The ability to treat every patient with dignity, respect, empathy, and professionalism.
• Cultural awareness and sensitivity when working with individuals from diverse backgrounds.

As a Patient Access Representative, you play an important role in creating a positive patient experience.