Patient Access Representative

Patient Access Office Coordinator

The Patient Access Office Coordinator serves as a senior team member and functional lead within the call center, providing day-to-day guidance and operational support to Patient Services Representatives. This role supports the Patient Services Representative position while acting as a resource for workflow coordination, training support, and escalation handling. This role also supports efficient call center operations, promotes high-quality patient interactions, and helps ensure adherence to scheduling protocols, documentation standards, and organizational policies. This position plays a critical role in maintaining efficiency, service excellence, and team accountability across call center operations. While this role provides direction and guidance to peers, it does not have formal supervisory responsibilities.

Education/Training

High school diploma or equivalent required. Associate's degree in business preferred.

Required Qualifications and Skills:

• Minimum of 23 years of experience in a healthcare call center, medical office, or patient access role
• Strong knowledge of patient scheduling workflows, insurance verification, and call center operations
• Proficiency in Microsoft Office and electronic health record (EHR) systems

Preferred Qualifications and Skills:

• Prior experience in a lead, mentoring, or supervisory capacity strongly preferred
• Familiarity with call center performance metrics (e.g., call volume, wait times)
• Knowledge of medical terminology, referrals, and authorizations

Essential Job Functions:

• Serve as a first point of contact for Patient Services Representatives regarding workflow questions and day-to-day operational needs
• Provide guidance and real-time support to staff on scheduling protocols, patient interactions, and system navigation
• Assist with onboarding and training of new hires and cross-training of existing staff
• Help coordinate daily coverage and workflow distribution in collaboration with leadership
• Promote consistency in scheduling accuracy, documentation, and adherence to workflows
• Assist in implementing process improvements to enhance efficiency and patient experience
• Serve as a liaison between front-line staff and leadership to communicate operational concerns
• Handle complex or escalated patient calls requiring advanced problem-solving and service recovery
• Provide support for challenging scheduling scenarios, complaints, or coordination issues
• Promote adherence to HIPAA, confidentiality, and organizational standards
• Reinforce best practices in patient communication and service excellence
• Support accuracy and completeness in documentation
• Perform all essential functions of the Patient Services Representative role, including:
• Managing inbound/outbound calls
• Scheduling and coordinating patient appointments
• Verifying insurance and supporting authorization processes
• Documenting patient interactions in the EHR

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Age and Diversity Related Criteria:

Consistently treats patients, colleagues, and visitors with dignity and respect, while being sensitive to the differing needs of all age groups, backgrounds, characteristics, and cultures.

Ability to Fulfill Job Expectations:

Must have the ability to perform the essential functions of the position, including required work hours, locations, and physical demands, without posing a direct threat to the health and safety of themselves or other individuals in the workplace, and with or without reasonable accommodation.

Physical Demands:

Ability to sit for extended periods of time while working at a computer workstation

Ability to frequently use hands and fingers for typing, data entry, and handling phones

Ability to speak clearly and hear effectively to communicate with patients and staff by phone

Ability to view computer screens for prolonged periods

Ability to occasionally stand, walk, bend, or reach within the work area

Ability to lift or move light office materials (up to approximately 10 pounds) as needed