Job Description

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: 

• Always prioritizes patient satisfaction by providing timely, accurate information and addressing patient needs with empathy and professionalism.

Adaptability & Flexibility: 

• Demonstrates the ability to adjust to evolving work demands and shifting priorities in a dynamic healthcare environment.

Urgency & Efficiency: 

• Responds quickly and efficiently to a high volume of calls, scheduling appointments and resolving issues promptly.

Effective Communication: 

• Utilizes clear, concise, and empathetic communication when speaking with patients, ensuring they fully understand the information and are supported throughout their care journey.

Detail-Oriented: 

• Ensures all patient information is accurately documented and all processes are followed to meet regulatory and operational requirements.

Problem-Solving: 

• Identifies and resolves issues that may arise during patient interactions, ensuring a seamless experience for the patient and the healthcare team.

Collaboration & Teamwork: 

• Works effectively within a multidisciplinary team, collaborating with colleagues and leaders to ensure efficient and effective care delivery.

Competencies:

Call Center & Patient Communication: 

• Ability to manage large volumes of calls while maintaining a high level of customer satisfaction and resolving inquiries promptly.

Scheduling & Appointment Management: 

• Expertise in scheduling and rescheduling appointments for patients, ensuring that all appointments are accurately documented and confirmed.

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

Time Management & Multitasking: 

• Able to manage multiple tasks, such as answering calls, documenting patient information, and handling follow-up tasks, while maintaining accuracy and meeting deadlines.

Cultural Competency & Empathy: 

• Ability to engage effectively with diverse patient populations, providing culturally sensitive care and support.

Data Entry & Documentation: 

• Ability to accurately input and manage patient data, ensuring all necessary follow-up and actions are tracked in the system.

Professionalism & Confidentiality: 

• Demonstrates respect for patient privacy, maintaining confidentiality in all interactions and adhering to company policies and procedures.

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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