Patient Access Representative

Job Description

Job Description

Company Overview :

Upward Health is an in-home, multidisciplinary medical group providing 24 / 7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It's no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description :

The Patient Access Representative is an essential member of the Centralized Operations Team. This remote role is responsible for managing a large volume of inbound and outbound calls in a timely manner, addressing patient inquiries, needs, and concerns while ensuring patient satisfaction. The role includes appointment scheduling, call triaging, and outbound follow-up calls to patients for rescheduling and reminders. The ideal candidate will have experience in a call center and medical appointment scheduling within a fast-paced environment, with a strong focus on providing excellent customer service.

Skills Required :

• High school diploma or GED required
• Prior experience in a customer support / call center role
• Prior experience with health insurance and medical terminology preferred
• Familiarity with CRM and EMR systems
• Strong phone and verbal communication skills, including active listening
• Attention to detail to ensure accurate documentation and scheduling
• Technologically savvy, with the ability to adapt to various digital systems
• Ability to work independently in a virtual environment and as part of a team
• Cultural competency, able to work with diverse groups of community members
• Multilingual capabilities preferred, but not required

Key Behaviors :

Customer-Centered Focus :

Adaptability & Flexibility :

Urgency & Efficiency :

Effective Communication :

Detail-Oriented :

Problem-Solving :

Collaboration & Teamwork :

Competencies :

Call Center & Patient Communication :

Scheduling & Appointment Management :

Technology Proficiency : Proficient in navigating and using CRM and EMR systems for patient scheduling, documentation, and follow-up management.

Time Management & Multitasking :

Cultural Competency & Empathy :

Data Entry & Documentation :

Professionalism & Confidentiality :

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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