Patient Access Representative

Access Center Coordinator, Rheumatology

The Access Center Coordinator, Rheumatology plays a key role in connecting patients and referring providers to care at Southern New Hampshire Health. Under the direction of the Manager of Access and Engagement, this position manages inbound phone calls and online requests, completes patient registration, and coordinates appointment scheduling across multiple practices and specialties.

This is a telephone- and system-based position with no face-to-face patient interaction, focused on delivering timely, efficient, and high-quality customer service.

Insurance authorization experience required.

What You’ll Do

• Serve as the first point of contact for patients and referring providers seeking access to Rheumatology and other SNHH services
• Receive, triage, and accurately document inbound calls and online appointment requests
• Register patients and schedule appointments using EPIC and other systems
• Collect and enter patient demographic, medical, financial, insurance, and referral information
• Provide patients with basic information regarding practices, providers, and hospital services
• Coordinate interpreter services and other patient support needs as required
• Ensure required medical records and documentation are available prior to scheduled appointments
• Complete administrative and prior authorization processes in collaboration with clinical nursing staff
• Manage denial and appeal requests and assist with payer communications
• Act as a key contact for insurance-related and access-to-care questions
• Maintain confidentiality and comply with HIPAA guidelines
• Support department operations, including assisting with training new employees as needed
• Participate in department and practice meetings
• Perform other duties as assigned

Who You Are / Requirements

Required Qualifications

• Insurance authorization experience required.
• High School diploma or equivalent
• Minimum of two (2) years of experience in: a medical office, healthcare, or administrative support role OR a contact center environment
• Prior direct customer service experience
• Strong verbal and written communication skills
• Ability to handle a high volume of calls in a fast-paced environment
• Excellent attention to detail and data entry accuracy
• Strong organizational, prioritization, and multitasking skills
• Ability to exercise sound judgment when handling sensitive and confidential information
• Basic computer proficiency, including Microsoft Office

Preferred Qualifications

• Associate degree
• EPIC experience
• Knowledge of referral triage workflows and insurance requirements impacting scheduling

Why You’ll Love Us

• Southern NH Medical Center is a 5-time Magnet designated hospital
• Health, dental, prescription, and vision coverage for full-time & part-time employees
• Medical, dental, and vision coverage
• Life insurance
• Short- and long-term disability
• Flexible Spending Accounts (FSA)
• Competitive pay
• Tuition Reimbursement
• Nursing Student Loan Paydown Program
• 403(b) Retirement Savings Plan
• Education & paid training courses for continued career progression
• And so much more!