Patient Access Call Center Agent

Job Summary

To provide exceptional patient care, the full-time Patient Access Call Center Agent will manage inbound and outbound calls, schedule appointments, and ensure accurate documentation while working remotely in a fast-paced, metrics-driven environment.

Key responsibilities

• Handle medium to high-volume calls for patient intake and scheduling, following established workflows and ensuring timely documentation
• Meet individual performance metrics related to call volume, productivity, and compliance while safeguarding patient information
• Identify and resolve scheduling barriers, guiding patients toward solutions and escalating issues as necessary for a one-call resolution

Required qualifications

• High School Diploma or equivalent; some post-secondary education in medical office-related coursework preferred
• Prior customer service experience in a contact center environment, managing a high volume of calls
• Proven ability to work from KPIs related to quality, adherence, and productivity
• Familiarity with contact center platforms and EHR/scheduling systems is preferred
• Bilingual proficiency in Spanish is a plus