Full-Time Patient Access Call Center Rep USA

Clinical Health Network for Transformation (CHN) is seeking a Patient Access Call Center Representative to support its mission of providing high-quality, affordable healthcare. The role involves fielding and resolving inquiries via phone and other contact methods. Responsibilities include scheduling appointments, verifying insurance, pre-registering patients, screening for funding options, providing service estimates, and maintaining excellent customer service. The role also involves working collaboratively with team members and adhering to quality standards. This position reports directly to the Patient Access Manager.

Qualifications:

• High school diploma or equivalent
• Strong phone and verbal communication skills
• Active listening skills
• Customer focus and adaptability
• Strong multitasking, prioritization, and time management skills
• Flexibility with work schedule (Monday-Saturday, 8 AM - 6 PM Eastern Time)
• English language proficiency
• Dedication to Planned Parenthood's mission, vision, and values

Preferred Qualifications:

• Bilingual (English/Spanish)
• 1 year experience in contact centers, pre-access, patient access, admissions, or equivalent customer service experience
• Familiarity with call center systems and practices
• Associate degree or equivalent experience
• Secondary language proficiency

Responsibilities:

• Navigating systems and complex workflows
• Handling telephone calls, online requests, and faxes
• Answering incoming calls professionally and offering prompt assistance
• Maintaining a positive and welcoming attitude
• Registering new patients in the EHR system
• Booking, canceling, and rescheduling appointments
• Inputting and updating insurance information
• Relaying patient communications to providers
• Providing pre-visit instructions
• Transferring calls to appropriate staff
• Assisting patients with finding appropriate providers and appointments
• Screening patients for financial assistance
• Contacting patients about visit cancellations or reschedules
• Adhering to HIPAA guidelines
• Providing training and support to colleagues
• Meeting performance goals
• Participating in training and quality assurance exercises
• Adhering to established workflows and scripting
• Commitment to advancing racial equity

Compensation: $16.63 - $24.94/hour

Benefits: Competitive benefits package, including health care coverage, flexible spending accounts, short-term disability, basic life insurance, and retirement plan.

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