Patient Access Representative

Switchboard Operator/ Patient Access Representative

The TCA Health Inc Patient Access / Switchboard acts as the vital first point of contact for patients. Operators manage all incoming calls to schedule appointments in EPIC, verify insurance, conduct preventative outreach, and direct incoming calls to the appropriate clinics across Chicago and NW Indiana.

Key Responsibilities:

• Call Management: Serve as the welcoming voice of the organization by operating a multi-line phone system, routing calls, and taking messages.
• Patient Support: Schedule appointments, verify insurance eligibility, update demographic records in the electronic medical system (Epic), and process referrals.
• Outreach & Communication: Make outbound calls for preventative health follow-ups (e.g., cancer screenings, well-child exams), appointment reminders, and insurance enrollment assistance.
• Customer Service: Address patient questions about services, coverage, and the sliding fee scale.
• Emergency Triage: Remain calm during crises and execute emergency protocols when needed.

Qualifications & Skills:

• Education: High school diploma or equivalent required.
• Language: Fluent bilingual Spanish and English communication is required.
• Experience: 1-2 years of relevant medical, call center, or switchboard experience preferred.
• Tech Skills: Proficient in data entry and navigating Electronic Medical Records (EMR/Epic).
• Soft Skills: Active listening, high-level empathy, and conflict-resolution capabilities.

Schedule Shifts generally run during standard business hours but may require flexibility to work evenings (until 7:00 PM) and rotating Saturdays (9:00 AM - 1:00 PM) depending on the clinic's operating hours.