Patient Access Representative

Job Summary - Patient Access RepresentativeThe Patient Access Representative provides high-quality customer service and appointment coordination across our Health clinical departments. This role handles a high volume of inbound calls (90%) and some outbound outreach (10%), assisting patients, providers, and referring offices with scheduling, registration, insurance verification, and referral coordination. Key ResponsibilitiesAppointment Scheduling & Patient AccessSchedule, cancel, and reschedule appointments across multiple locations and specialties.Identify and verify patients using compliance-based protocols (2 identifiers).Register patients, update demographics, and ensure accurate guarantor and emergency contact information.Use clinical terminology, specialty guidelines, and questionnaires to translate patient requests into appropriate appointment types.Conduct advanced appointment searches while balancing patient, provider, and referring provider preferences.Coordinate related testing, studies, and pre-visit requirements.Navigate scheduling warnings to ensure provider template compliance.Customer Service & CommunicationProfessionally communicate with patients, providers, and internal teams through phone and written channels.Actively listen, understand needs, and own each call through resolution.Manage conflict with emotional intelligence and positive, service-forward language.Offer alternative providers or locations when appropriate to support access needs.Revenue Cycle SupportCollect and verify insurance coverage; perform eligibility checks.Communicate financial obligations for non-contacted insurance, self-pay, Medicaid exceptions, VA, or Workers' Compensation cases.Create financial review referrals and track them through completion.Worklist & Referral ManagementPrioritize worklist items (Emergent, Urgent, Routine).Process referrals from providers, practices, and strategic partners.Reschedule appointments due to provider changes; schedule patients once new templates release.Contact patients using all available, compliant methods (phone, MyChart, email).Provide detailed explanations and support while resolving scheduling challenges.Quality & PerformanceMeet call quality, productivity, availability, and service metrics.Contribute to lowering abandoned call rates and maintaining efficient call handling times.Role LogisticsSchedule & StructureShift: Monday-Friday, 8AM-5PMTraining: 4 weeks onsite minimum, full training period 5-7 weeksWork Model: Onsite for training then fully remoteStart Date: December 29Pay: $18/hrContract Length: 10-12 months before conversionEMR: EPICLocation: Equipment provided; must have reliable internet and dedicated workspaceTeams HiringStephanie: 5 openings - Pre-Anesthesia (inbound/outbound, referrals)Anderson: 3 openings - Ophthalmology & Primary CareJeremy: 2 openings - ImagingCandidate RequirementsMust-HavesCustomer service experienceComputer proficiency and ability to navigate multiple systemsHS DiplomaProfessional communication skillsReliable attendance and ability to manage upset callersPreferredMedical terminology familiarityHealthcare scheduling experience (not required)Prior call center or service-heavy roleExperience with EPIC, Cadence, or telephony systemsIdeal CandidateFriendly, patient-focused, and composed under stressReliable, adaptable, and tech-savvyStrong listening skills and attention to detailFor California Applicants:We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.

Salary : $18