Patient Access Specialist

Patient Care Coordinator In this role, you play a key role in creating a positive and efficient patient experience. You will serve as a primary point of contact for patients by managing appointment scheduling, referrals, patient communications, and front-office support functions. This position is responsible for coordinating patient access to care, maintaining accurate patient records, verifying demographic and insurance information, supporting referral workflows, and ensuring exceptional customer service throughout the patient experience. Attention to detail, strong communication skills, and the ability to manage a high volume of patient interactions are essential to success in this role. Essential Functions of the Role Call Center Responsibilities (Primary Focus Approximately 70%90%) Manage a high volume of inbound and outbound patient calls while maintaining professionalism, accuracy, and excellent customer service. Schedule, reschedule, and cancel patient appointments accurately in EMH and in accordance with provider schedules, practice protocols, and established scheduling templates. Schedule office visits, diagnostic testing, hospital follow-ups, and provider referrals as directed. Return patient voicemail messages promptly and professionally. Provide patients with appointment instructions, testing preparation information, and scheduling guidance. Confirm and update patient demographic and insurance information. Document patient interactions accurately within the electronic health record (EHR). Route clinical questions and patient messages to the appropriate clinical staff member. Receive referrals from physician offices and ensure timely patient outreach. Schedule referral appointments according to urgency and provider availability. Maintain referral tracking and documentation through appointment completion. Complete appointment reminder calls and other patient outreach activities. Contact patients regarding scheduling changes, cancellations, and rescheduling opportunities. Support waitlist management to maximize provider schedule utilization. Front Desk Responsibilities (Approximately 10%30%) Welcome patients and visitors in a professional and courteous manner. Verify insurance coverage, demographic information, identification, and required documentation during patient check-in. Collect co-pays, deductibles, and outstanding balances in accordance with office policies. Obtain required forms, consents, and patient signatures. Update patient information in the EHR. Schedule follow-up appointments and ordered diagnostic testing during patient check-out. Provide visit summaries, patient instructions, and educational materials as directed. Daily Office Support Answer incoming office calls and route calls appropriately. Scan, upload, and maintain patient records and supporting documentation. Route incoming faxes and assist with general office administrative duties. Assist providers and clinical staff with patient coordination activities as needed. Maintain accurate scheduling records and patient documentation. Verify insurance eligibility as assigned. Process electronic referrals. Collaborate with providers, clinical teams, and office staff to ensure continuity of care and exceptional patient service. Maintain confidentiality and adhere to HIPAA and organizational standards. Customer Service Expectations Employees are expected to: Deliver exceptional patient service during every interaction. Demonstrate professionalism, compassion, and respect. Communicate effectively with patients, providers, coworkers, and external partners. Resolve patient concerns appropriately or escalate issues when necessary. Maintain a positive, patient-centered approach to service. Protect patient confidentiality and comply with all HIPAA requirements. Represent the organization in a professional and courteous manner at all times. Minimum Qualifications High school diploma or equivalent required. 12 years of experience in a medical office, patient access, scheduling, call center, or front-desk role. Experience with EMR/EHR systems and Microsoft Office applications. Strong customer service, communication, and interpersonal skills. Ability to manage multiple priorities in a fast-paced environment. Strong organizational skills and attention to detail. Ability to maintain confidential patient information. Computer proficiency and ability to learn practice management systems. Desired Qualifications Previous call center or high-volume scheduling experience. Experience verifying insurance eligibility and benefits. Familiarity with medical terminology. Experience in a specialty medical practice environment. Cardiology scheduling experience preferred. Experience managing referrals and diagnostic testing coordination. Familiarity with scheduling systems such as QGenda, Amion, or similar healthcare scheduling platforms. Physical Requirements This position requires the ability to sit, stand, walk, talk, hear, and use standard office equipment for extended periods. Employees may be required to lift up to 25 pounds and perform repetitive hand movements associated with computer and telephone use. Work Environment Work is performed in a medical clinic and/or business office environment. Employees regularly interact with patients, providers, and staff members in person and by telephone while managing multiple tasks and priorities. Equal Employment Opportunity Statement We provide an equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type in accordance with applicable federal, state, and local laws. This policy applies to all aspects of employment, including recruiting, hiring, promotion, compensation, benefits, training, and termination.