Healthcare Call Center Access Operations Role

Description These are on site positions in Newark, CA. Must have 2 years of call center experience, medical terminology, and some medical office experience. We are looking for an Access Operations Agents to support patient registration and appointment coordination in California. This Long-term Contract position plays an important role in creating a smooth experience for patients by managing scheduling, handling inquiries, and ensuring information is recorded accurately. The person in this role will serve as a key connection point between patients, providers, clinic staff, and outside facilities while maintaining a high standard of service, accuracy, and compliance. This is an opportunity on a day shift schedule with 40 hours per week.

Responsibilities:

• Manage appointment coordination for new and returning patients by arranging, updating, and maintaining physician and clinic schedules.
• Serve as a communication link between patients and care teams, ensuring questions, messages, and follow-up needs are directed appropriately.
• Record call details thoroughly and route inquiries to the correct department for timely resolution.
• Recognize urgent patient concerns or workflow issues and escalate them to the appropriate team members without delay.
• Gather and verify information from patients, care teams, and external facilities to support continuity of care.
• Update insurance details and maintain accurate patient records within database systems and medical documentation tools.
• Provide clear guidance on clinic procedures, available services, and next steps by using reference materials and knowledge resources.
• Follow established protocols, regulatory requirements, and quality standards while supporting additional departmental tasks as needed. Requirements
• High school diploma or equivalent.
• Typing speed of at least 40 words per minute.
• Previous experience in customer service, patient access, contact center support, or appointment scheduling.
• Familiarity with medical terminology and the ability to document information accurately in medical records.
• Strong verbal and written communication skills, including proper English grammar and detail-oriented phone etiquette.
• Ability to manage inbound and outbound calls, navigate multiple software systems, and enter data with a high degree of accuracy.
• Comfortable handling stressful situations with a detail-oriented approach while balancing multiple priorities and resolving patient concerns.
• Working knowledge of patient databases or electronic medical record systems such as Epic is preferred.

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