Patient Access Representative

Job Description

Job Description

About Behavioral Health Group (BHG)

At BHG, we thrive on the greatness of our people. Join us and become part of a community that values excellence, integrity, and making a real difference in the lives of others. BHG is the largest network of Joint Commission-accredited treatment centers and a leading provider of opioid addiction treatment services. With over 110 locations in 24 states, our team of more than 1,900 employees serves over 42,000 patients and helps patients find real recovery. 

Job Summary

The Patient Access Representative I serves as an initial point of contact for patients, prospective patients, and their family members seeking information about BHG treatment services. This role provides compassionate, accurate, and timely support by answering inquiries, explaining available treatment programs, coordinating appointments, and helping patients navigate the first steps in accessing care. Strong communication skills, empathy, sound judgment, and working knowledge of BHG’s regulatory requirements are essential.

Schedule: This position is eligible for a hybrid work schedule, with 1 day per week onsite. This position requires flexible availability in working hours as the Call Center is 24/7. There will be a fully onsite 2 week training period requirement. 

Current priority coverage is needed for the following shifts: 12:00pm to 9:00pm, Thursday - Monday; and 10am - 7:00pm, Sunday - Thursday.

Summary of Essential Job Functions

The key responsibilities of the Patient Access Representative I include, but are not limited to:

• Prompt and regular attendance, adherence to the assigned work schedule, and reliable presence at the assigned work location.
• Achieves desired results in established patient access performance measures, including but not limited to calls answered, quality, schedule adherence, and scheduled appointments.
• Handles inbound and outbound contacts and responds to inquiries from patients, prospective patients, family members, providers, courts, and other facilities in a professional and compassionate manner
• Develops and maintains working knowledge of BHG’s treatment programs and clearly explains available services and next steps to patients and family members
• Coordinates with treatment center staff to schedule appointments as quickly and appropriately as possible
• Addresses routine patient questions and concerns within established guidelines and escalates complex or unresolved matters as appropriate
• Identifies and escalates issues to supervision in a timely manner
• Provides complete and accurate information about BHG’s treatment programs and services to prospective patients and family members
• Researches information for patients as requested and within the scope of the role
• Routes calls and inquiries to the appropriate staff or department
• Documents patient interactions in accordance with established procedures and guidelines
• Recognizes and documents trends in patient requests, inquiries, or concerns and alerts supervision as appropriate
• Follows up with patients in a timely manner when necessary
• Completes required call logs, documentation, and reports

Regulatory

• Maintains a basic understanding of substance use disorders and addiction
• Complies with all federal, state and local regulatory agency requirements
• Complies with all accrediting agencies

Professional Development

• Demonstrates the belief that addiction is a brain disease, not a moral failing
• Demonstrates hope, respect and caring in all interactions with patients and fellow Team Members
• Establishes and maintains positive relationships in the workplace
• Can work independently and under pressure while navigating multiple systems and handling multiple tasks simultaneously
• Makes decisions and uses good judgment with confidential and sensitive issues
• Deals appropriately with others in stressful or other undesirable situations and seeks direction from supervisors when necessary

Training

• Participates in and provides in-service training as required by federal, state, local, and accrediting agencies
• Attend conferences, meetings and training programs as directed

Minimum Requirements

• The Patient Access Representative I must comply with applicable federal and state requirements regarding certification, licensure, and degree.

Qualifications

• High School Diploma or GED required
• Minimum of two (2) years of experience in a contact center, patient access, patient scheduling, healthcare, behavioral health, or other relevant customer service environment.
• A strong understanding of addiction, commonly abused substances and their classification preferred
• Demonstrated success in a professional clinical, medical, behavioral health, or other healthcare environment preferred
• A highly motivated self-starter & fast learner
• Demonstrates a commitment to delivering a high-quality patient and team experience
• Excellent interpersonal, oral and written communication skills
• Excellent decision-making and problem-solving skills
• Maintain a high level of accuracy and attention to detail
• Problem analysis, assessment, and appropriate escalation
• Time management

In addition to meeting the qualifications, the ideal candidate will embody the following characteristics and possess the knowledge, skills and abilities listed below:

• High integrity, efficient, and a self-starter
• Excellent verbal and written communication skills
• Sound judgment
• Ability to make decisions and use proper judgment with confidential and sensitive issues
• Must be able to react quickly and make effective decisions
• Demonstrates basic computer and word-processing skills
• Demonstrates basic knowledge and skill in the use of typical office equipment, telephone systems, computer applications, and other technology required for the role

Level I Role Scope

Patient Access Representative I is the foundational level within the Patient Access Representative career path. Team members at this level are expected to independently manage standard patient access interactions after completion of training, follow established processes, accurately document activity, meet defined performance expectations, and appropriately escalate complex or non-routine situations.

Physical Requirements and Working Conditions

The physical demands described here are representative of the requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions to the extent such accommodation does not create an undue hardship on the business.

• Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes.
• Vision adequate to read correspondence, computer screen, forms, etc.
• Be able to sit for long periods of time, some bending, stooping and stretching
• Variable workload, periodic high stress and activity level
• Keyboarding for long periods of time

  Why Join BHG?  

• Work-Life Balance: Generous PTO, holidays, and flexible scheduling with no nights or Sundays. 
• Professional Growth: Tuition reimbursement, licensure support, and internal career advancement. 
• Comprehensive Benefits: Medical, dental, vision, life insurance, and a 401(k) with match. 
• Incentives & Recognition: Competitive pay, quarterly bonuses, and meaningful impact. 
• Supportive Culture: Team-oriented, mission-driven environment where your work truly matters. 

At BHG, we know that exceptional care begins with exceptional people. If you're ready to help us make a difference in communities affected by substance use, we’d love to hear from you. 

BHG is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.