Call Center Agent

SUMMARY:

The Patient Access Specialist (PAS) works in a high-volume call center and serves as the first point of contact for patients calling to schedule appointments. This role is responsible for answering inbound calls, making outbound calls as needed, verifying insurance and program eligibility, scheduling appointments, and updating patient information in the electronic health record. The PAS also assists patients with provider changes, confirms upcoming appointments, and ensures all data is entered accurately and efficiently. This position is essential to ensuring timely access to care and delivering a positive experience with every patient interaction.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Supports and upholds the organization’s mission, vision, and values in all interactions.
• Prioritizes daily workload to ensure timely and accurate completion of responsibilities.
• Provides exceptional customer service to internal and external clients through timely, courteous, and professional phone interactions.
• Answers a high volume of inbound calls and places outbound calls as needed; uses established protocols and decision-making guides to manage call flow.
• Schedules, reschedules, and cancels appointments in the electronic health record (EHR); takes accurate messages and routes calls appropriately.
• Creates new patient records, verifies insurance and program eligibility, and updates demographic information in accordance with organizational standards.
• Maintains awareness of clinic locations, provider schedules, services offered, and hours of operation to guide patients effectively.
• Educates patients on available services to support engagement in the Patient-Centered Medical Home model.
• Collaborates with health center staff to support schedule optimization and help ensure provider productivity targets are met.
• Participates in patient outreach activities, including enrollment support, preventive care reminders, and follow-up on quality improvement reports (e.g., HEDIS).
• Identifies patients who may need enrollment assistance or who are due for preventive services and schedules appropriate follow-up.
• Maintains patient confidentiality and complies with all organizational policies, procedures, and privacy regulations.
• May assist with preparing paper medical records for secure destruction or transport to storage, as assigned.
• Contributes to a culture of service excellence and accountability.

QUALIFICATIONS, SKILLS & ABILITIES:

• High school diploma, GED, or equivalent experience required.
• Minimum of three year of direct customer service work experience, required.
• Excellent telephone and interpersonal communication skills required.
• Six months recent experience with medical front desk, preferred.
• Knowledge of medical terminology, preferred.
• Medical Office experience preferred.
• Experience with electronic health records and practice management systems preferred.
• Flexibility to work at any/all of Gracelight’s locations
• High school diploma, GED, or equivalent experience required.
• Minimum of three year of direct customer service work experience, required.
• Excellent telephone and interpersonal communication skills required.
• Six months recent experience with medical front desk, preferred.
• Knowledge of medical terminology, preferred.
• Medical Office experience preferred.
• Experience with electronic health records and practice management systems preferred.
• Flexibility to work at any/all of Gracelight’s locations

Salary : $25 - $35