Contact Center Agent I Patient Access

The Access Management Agent I (Contact Center Agent) serves as the first point of care for patients and referral partners delivering an exceptional warm and empathetic experience on every interaction. Working in a medium to high-volume queue-based call center this role follows ATIs referral intake workflows to schedule appointments accurately document accounts complete follow-up work and collaborate with internal partners. Success is measured through call center KPIs (quality schedule adherence productivity accuracy and conversion).

This is a remote role that requires high engagement self-discipline and consistent availability in a real-time queue-based environment.

Success in this role requires active participation throughout scheduled work hours and comfort working in a highly visible metric-driven setting.

Work schedule hours vary according to business need. We are seeking candidates with open schedule availability 6:00am to 10:00pm Mondays through Fridays with occasional Saturdays.

Patient Intake & Scheduling (Inbound/Outbound) Handle medium to high-volume inbound and outbound calls from patients and referral sources; follow approved scripts and referral intake workflows; verify and capture required data; schedule appointments; support all work queues within SLA; complete accurate timely documentation and after-call work (ACW). Demonstrate empathy warmth and confidence on every call with timely scheduling and clear next steps even when barriers exist.
Maintain a minimum quality score of 75% across all audited activities
Performance Compliance & Data Accuracy Meet individual KPI benchmarks for call/referral volume productivity and accuracy while safeguarding PHI and complying with HIPAA. Adhere to assigned schedules breaks and meetings; maintain strong attendance and punctuality.
Issue Resolution & Escalation Identify and proactively address barriers to scheduling; guide patients toward solutions using clear compassionate communication escalating appropriately to support one-call resolution
Team Operations & Development Actively participate in huddles trainings coaching and feedback loops; contribute process observations to improve workflows and patient experience.

Minimum Education
Required:
High School Diploma or equivalent
Preferred:
Some accredited post-secondary education preferred ideally in medical officerelated coursework (e.g. medical terminology)

Minimum Experience Required:
Prior customer service ideally in contact center/call center experience with the ability to manage a medium to high-volume fast-paced call environment (e.g. 50 calls per day) while maintaining empathy accuracy and professionalism
Proven success working from KPIs (quality adherence productivity)

Preferred:
1 year in a customer service environment; healthcare or patient access experience a plus.
Remote work experience with strong self-management communication and technical skills to support virtual operations.
Familiarity with contact center platforms (e.g. RingCentral NICE CXOne Five9) and EHR/scheduling systems.

Knowledge Skills and Abilities
Excellent inbound/outbound phone skills: rapport building active listening clear call control and confident scheduling
Strong verbal and written communication; accurate concise account notations
Consistent professionalism empathy and emotional intelligence in a fast-paced metrics-driven environment even during high volume or challenging interactions
Demonstrates genuine care for patient outcomes not just task completion
Brings energy warmth and professionalism to every interaction regardless of call volume
Comfortable taking ownership of conversations and leading patients through uncertainty (e.g. scheduling referrals insurance questions)
Thrives in a highly structured high-accountability remote environment with real-time performance visibility
Multitasking & systems navigation: work across multiple applications while engaging the caller; proficient typing and computer literacy are essential
Consistently meets attendance quality productivity accuracy conversion and schedule adherence expectations
Reliable participation in assigned schedules huddles coaching and training
Compliance: Understands and follows HIPAA and organizational privacy/security policies
Workspace: Designated distraction-free area suitable for handling PHI in a remote setting. Workspace must support focused uninterrupted work during scheduled hours
Connectivity: Agents must maintain a stable hardwired internet connection with a minimum speed of 75 Mbps to ensure reliable performance