Patient Access Representative (Call Center)

JOB TITLE: Patient Access Representative – Call Center

REPORTS TO: Patient Access Manager

DEPARTMENT/LOCATION: Clinical, On-Site

JOB CLASSIFICATION: Permanent, Full-Time, Non-Exempt.

REQUIREMENTS: None

LAST MODIFIED: 6/18/2026

POSITION SUMMARY

As a healthcare Patient Access Representative, you will be an important part of promoting our mission to provide compassionate, world-class urologic care and exceptional experiences for our patients, employees and partners. You will attend to our patients on the phone in our call center. You will coordinate appointments and documentation and be responsible for successfully managing large amounts of inbound and outbound calls. This will include following communication scripts, handling different topics, and acting as a liaison between UCI and our patients. In addition, you will be responsible for evaluating documents to ensure that appropriate information has been obtained.

ESSENTIAL FUNCTIONS

• Greet callers warmly and professionally, ensuring a positive experience with every interaction.

• Clear, professional communication over the phone and in writing.

• Effective time management and multitasking to handle a high volume of calls and tasks.

• Accuracy in scheduling, documentation, and data entry.

• Familiarity with EMR systems, call center software, and basic office applications.

• Empathy and patience when assisting patients, especially those who may be stressed or upset.

• Ability to address and resolve issues effectively and efficiently.

• Answer incoming calls promptly, addressing inquiries or redirecting them to the appropriate department or personnel.

• Coordinate appointments to optimize provider schedules and enhance patient satisfaction.

• Retrieve, update, and maintain patient records to ensure treatment information is accurate and readily available.

• Update and manage patient accounts, including personal and financial information.

• Record and collect patient charges, process payments, and manage credit extensions.

• Handle third-party claims, including filing, collecting, and expediting payments.

• Use electronic medical records (EMRs), word processing, and spreadsheet software to manage tasks effectively and securely.

• Maintain patient confidentiality and ensure compliance with medical, personal, and financial information security standards.

• Follow established policies and procedures, reporting any necessary updates or changes.

• Perform other tasks as assigned to support the healthcare team and ensure operational efficiency.

• Other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

• Communication Skills: Clear, professional communication over the phone and in writing.
• Organizational Abilities: Effective time management and multitasking to handle a high volume of calls and tasks.
• Detail-Oriented: Accuracy in scheduling, documentation, and data entry.
• Technical Proficiency: Familiarity with EMR systems, call center software, and basic office applications.
• Interpersonal Skills: Empathy and patience when assisting patients, especially those who may be stressed or upset.
• Problem-Solving: Ability to address and resolve issues effectively and efficiently.

WORKING ENVIRONMENT

This role is based in a fast-paced, patient-focused urology clinic where collaboration is key. Our team of physicians, nurses, and support staff work together in a modern facility equipped with an EHR system and on-site diagnostic services. The atmosphere is professional yet warm, with a shared commitment to delivering compassionate, high-quality care to a diverse patient population. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific vision abilities required by this job include Close vision and Distance vision. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; stand; walk; reach with hands and arms to stoop, kneel and crouch.

COMPANY OVERVIEW

OUR MISSION: To provide compassionate, world-class urologic care and exceptional experiences for our patients, employees and partners.

OUR VISION: Curing the world of urologic disorders, one person at a time.

OUR VALUES: At UCI, we are passionate about patient experience and making the healthcare journey from diagnosis through treatment as easy and stress-free as possible! Through unmatched integration and access for patients, partner hospitals and other physicians in the community, we provide world-class urologic care in an attentive environment where you are at the center of all we do.