HCR-Patient Access Specialist / Health Care Representative

HCR-Patient Access Specialist / Health Care Representative

The Patient Access Specialist supports patients by scheduling appointments, addressing inquiries, addressing concerns, resolving barriers to care, and guiding patients through the healthcare system with professionalism, empathy, and accuracy. This position plays a critical role in creating a seamless, patient-centered experience that reflects MSU Health Care's commitment to service excellence, access, and quality care.

Success in this role requires strong communication skills, critical thinking, attention to detail, and a commitment to delivering consistent, high-quality service while supporting organizational access and patient experience goals.

Key Responsibilities:

• Serves as the first point of contact for patients, ensuring a professional, courteous, and welcoming voice on the phone.
• Advocate for members by coordinating with providers and insurers to remove barriers to care.
• Respond to calls from patients, physicians, physicians' office staff, and peers, and uses good judgement to determine the urgency of the situation.
• Work collaboratively with internal teams to ensure accurate and seamless service.
• Maintain strict confidentiality of all patient information and documentation.
• Meet performance goals while continuously learning and developing expertise in healthcare navigation.
• Schedule, reschedule, and optimize patient appointments.
• Perform appointment confirmations (calls/texts) 12 days in advance if applicable.
• Manage cancellations, no-shows, and same-day openings to help keep provider schedules full.
• Verify patient insurance eligibility and benefits prior to appointments.
• Ensure all patient demographics and insurance information are accurate and up to date.
• Communicate co-pays, deductibles, and balances clearly to patients.
• Maintain accurate records in EHR (Epic).
• Scan documents, update patient charts, and ensure compliance with office protocols.
• Understand and consistently demonstrate daily compliance to standardized practices and procedures.
• Work closely with clinical staff and providers to ensure smooth patient flow.
• Work on a team toward surpassing departmental goals and objectives across multiple departments and facilities.
• All other duties as assigned.

Minimum Requirements: The job requires knowledge normally acquired through a high school education; a minimum of one year of related and progressively more responsible or expansive work experience in a medical office, medical clinic, or in mental health office; or an equivalent combination of education and experience.

• Highly skilled in navigating multiple computer systems simultaneously, with advanced proficiency in Microsoft Office Suite.
• Call Center Phone system education or experience preferred.

Equal Employment Opportunity Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Required Application Materials:

• Resume
• Cover letter

Work Hours: STANDARD 8-5