Patient Access Call Center Agent

Job Summary

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

Key responsibilities

• Manage patient intake and scheduling by handling high-volume calls, following workflows, and documenting interactions accurately
• Meet individual KPIs related to call volume, productivity, and compliance while safeguarding patient information
• Identify and resolve scheduling barriers through effective communication and escalate issues as necessary for one-call resolution

Required qualifications

• High School Diploma or equivalent; 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 with KPIs related to quality, adherence, and productivity
• Familiarity with contact center platforms and EHR/scheduling systems is preferred
• Bilingual Spanish-language proficiency is a plus