Healthcare Access Operations Agent (Call Center)

• Manage appointment coordination for new and returning patients by arranging, updating, and maintaining physician and clinic schedules
• Serve as a communication link between patients and care teams, ensuring questions, messages, and follow-up needs are directed appropriately
• Record call details thoroughly and route inquiries to the correct department for timely resolution
• Recognize urgent patient concerns or workflow issues and escalate them to the appropriate team members without delay
• Gather and verify information from patients, care teams, and external facilities to support continuity of care
• Update insurance details and maintain accurate patient records within database systems and medical documentation tools
• Provide clear guidance on clinic procedures, available services, and next steps by using reference materials and knowledge resources
• Follow established protocols, regulatory requirements, and quality standards while supporting additional departmental tasks as needed

• High school diploma or equivalent
• Typing speed of at least 40 words per minute
• Previous experience in customer service, patient access, contact center support, or appointment scheduling
• Familiarity with medical terminology and the ability to document information accurately in medical records
• Strong verbal and written communication skills, including proper English grammar and detail-oriented phone etiquette
• Ability to manage inbound and outbound calls, navigate multiple software systems, and enter data with a high degree of accuracy
• Comfortable handling stressful situations with a detail-oriented approach while balancing multiple priorities and resolving patient concerns

Working knowledge of patient databases or electronic medical record systems such as Epic

• Medical, vision, dental, and life and disability insurance
• Company 401(k) plan
• Free online training