The Patient Access Representative (PAR) is responsible for handling inbound and outbound calls to ensure smooth patient scheduling, registration, and communication. As the first point of contact for patients, the PAR provides excellent customer service while accurately gathering and verifying patient information. This role plays a crucial part in ensuring timely access to care and supporting the overall patient experience.

Responsibilities

Specific Responsibilities:

Patient Communication & Scheduling

• Answer incoming calls promptly and professionally, providing a warm and welcoming experience for all patients.
• Schedule, reschedule, and cancel patient appointments according to established guidelines and scheduling templates.
• Verify patient demographics and insurance information, updating records in the electronic health record (EHR) system as needed.
• Provide patients with accurate information regarding services, clinic locations, and required documentation.
• Triage calls appropriately, directing inquiries to the appropriate department or team member when necessary.
• Make outbound calls for appointment confirmations, follow-ups, and patient reminders.

Registration & Data Entry

• Ensure accurate and complete patient registration, including updating forms and consent documents.
• Enter patient information into the system in compliance with HIPAA and internal data security policies.
• Assist patients with general inquiries related to billing, insurance, and financial assistance programs.
• Direct patients to the appropriate departments for more specialized needs.

Call Center Operations & Support

• Follow standard operating procedures and scripting to ensure consistency in patient interactions.
• Maintain call center performance metrics, such as call handling time, first-call resolution, and patient satisfaction.
• Identify and escalate complex patient concerns to the Patient Access Supervisor for resolution.
• Support process improvements by providing feedback on common patient challenges and workflow inefficiencies.
• Maintain up-to-date knowledge of clinic policies, services, and provider schedules.

Skills & Qualifications

Required Knowledge, Skills, and Abilities:

• Strong customer service skills with the ability to communicate effectively and compassionately.
• Ability to handle high call volumes while maintaining accuracy and professionalism.
• Strong attention to detail with excellent data entry and organizational skills.
• Proficiency in Microsoft Office (Outlook, Word, Excel) and electronic health record (EHR) systems.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Team-oriented mindset with a commitment to providing a positive patient experience.
• Bilingual (English/Spanish) preferred.

Education and Experience:

• High school diploma or GED required; associate's degree preferred.
• 1+ year of experience in a healthcare call center, medical front desk, or patient access role.
• Experience with medical scheduling, patient registration, and insurance verification is a plus.