Patient Access Contact Center Agent

Job Summary

To deliver exceptional patient care, the full-time Patient Access Contact Center Agent will manage high-volume inbound and outbound calls, schedule appointments, document accounts, and collaborate with internal partners in a remote, metrics-driven environment.

Key responsibilities

• Handle patient intake and scheduling by following approved scripts, verifying data, and completing documentation in a timely manner
• Meet individual KPI benchmarks for call volume, productivity, and accuracy while ensuring compliance with HIPAA regulations
• Proactively address scheduling barriers and guide patients toward solutions through compassionate communication

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 medium to high-volume call load
• Proven success working from KPIs related to quality, adherence, and productivity
• Remote work experience with strong self-management and communication skills
• Familiarity with contact center platforms and EHR/scheduling systems is preferred