Patient Access & Care Team Rep

Patient Access & Care Team Rep

This fully remote role serves as a key first point of contact for patients and customers seeking healthcare support. You will help callers navigate appointments, referrals, provider information, insurance requirements, and other access-related needs. The position combines compassionate customer service with accurate documentation and careful use of multiple healthcare systems. You'll use established protocols and critical thinking to identify needs, resolve inquiries, and escalate clinical or complex situations appropriately. The role operates in a fast-paced environment where accuracy, empathy, organization, and communication are essential. A comprehensive training program and multiple long-term scheduling options provide structure and flexibility as you grow into the position.

Accountabilities

• Serve as the first point of contact for patients and customers through established Patient Access & Care Team services, providing professional, efficient, and compassionate assistance.
• Schedule, reschedule, and cancel patient appointments while coordinating referrals, provider information, and other access-related needs.
• Collect, verify, and update patient demographic, insurance, medical record, and financial information, ensuring accuracy and compliance with applicable requirements.
• Verify insurance eligibility and coverage, communicate financial responsibility when appropriate, and support collection of applicable co-pays, deductibles, and balances.
• Use established protocols and critical thinking to assess caller needs, identify complex non-clinical issues, and escalate situations to appropriate staff.
• Recognize potentially emergent calls and follow established procedures to transfer patients to registered nurses or other qualified personnel for triage and resolution.
• Process medication refill requests, page providers and facilities, and route patients appropriately based on their needs and departmental guidelines.
• Make outbound calls when follow-up is required and provide clear information, referrals, or solutions based on the caller's situation.
• Accurately document every interaction within electronic medical records and other department systems while maintaining appropriate records, logs, and reports.
• Support organizational outreach and marketing initiatives by providing relevant information and referrals and maintaining provider and marketing databases.
• Perform additional administrative duties, including faxing, database management, data entry, reporting, and information gathering as needed.
• Maintain proficiency with all information systems, telephone platforms, and software used within the department while consistently meeting customer service standards.

Requirements

• High school diploma or equivalent required; an associate degree is preferred.
• Previous healthcare, call center, or customer service experience is preferred, particularly experience involving patient-facing or healthcare environments.
• Basic knowledge of medical terminology is helpful but not required.
• Demonstrated ability to provide excellent customer service while interacting professionally with diverse patient and customer populations.
• Strong verbal and written communication skills, including the ability to actively listen, ask effective clarifying questions, research information while speaking with callers, and clearly explain available options.
• Basic proficiency with computers, desktop software, electronic systems, and multiple-line telephone platforms.
• Strong organization, multitasking, prioritization, attention to detail, and problem-solving abilities.
• Ability to follow established workflows and protocols while using sound judgment to determine when escalation is appropriate.
• Ability to work effectively in a fast-paced, structured environment and manage a variety of patient needs simultaneously.
• Ability to work a range of schedules based on departmental business needs, including potential weekend coverage.
• Functional vision, hearing, speech, and touch are required, with the ability to remain seated for most of the workday and operate standard equipment necessary for the position.
• Healthcare access or revenue-cycle certifications are not required, but related credentials or experience may be advantageous.

Benefits

• Salary: $21.45$32.20 per hour.
• Work arrangement: Fully remote within approved U.S. states.
• Training: Three weeks of mandatory paid-role training, with defined daytime training hours before transitioning to a permanent shift.
• Scheduling: Multiple permanent shift options, with available schedules discussed during the interview process; some schedules may include one weekend day per week.
• Health coverage: Medical, dental, and vision benefits.
• Financial protection: Life insurance and short- and long-term disability coverage.
• Retirement: Defined-contribution retirement plan with employer matching.
• Paid time off: Paid time-off programs and other leave offerings.
• Family support: Adoption assistance and paid parental leave.
• Financial flexibility: Flexible Spending Accounts for eligible healthcare and dependent-care expenses.
• Professional growth: Educational assistance and career-development opportunities.
• Additional support: Financial wellness resources and other employee well-being programs.