Patient Access Center Representative

FLSA Status: Non-Exempt

Department: Patient Access / Scheduling

Reports To: Patient Access Manager or Designee

Work Location: On-site during probationary period; Hybrid eligible after successful completion of probation

Schedule: Full-time (hours may vary based on clinic operations)

Position Summary

The Patient Access Center Representative serves as the primary point of contact for patients seeking to schedule, reschedule, or cancel appointments across all service lines, including Medical, Dental, Behavioral Health, Optometry, Pharmacy, and other CHC services. This role ensures timely access to care, accurate scheduling, excellent customer service, and adherence to FQHC, HRSA, and organizational policies. Following successful completion of the probationary period and demonstrated competency, this position may transition to a hybrid work arrangement.

Essential Duties and Responsibilities:

Patient Scheduling & Access:

• Schedule, reschedule, and cancel patient appointments for all departments in accordance with clinic scheduling guidelines.
• Appropriately triage appointment requests based on visit type, urgency, and provider availability.
• Accurately enter and update appointment details in the EHR (Epic/OCHIN).
• Coordinate same-day, urgent, and walk-in appointments.
• Provide patients with clear appointment instructions.

Patient Communication & Customer Service

• Answer incoming calls professionally.
• Utilize approved scripting.
• Assist with MyChart enrollment.
• Refer non-scheduling issues appropriately.

Registration & Verification Support

• Verify demographics and insurance.
• Communicate sliding fee discount information when applicable.

Collaboration & Compliance

• Communicate scheduling updates with teams.
• Adhere to HIPAA, HRSA, and organizational policies.
• Participate in training and quality improvement initiatives.

Hybrid Work Eligibility

This position is on-site during the probationary period. Hybrid eligibility is based on demonstrated competency, attendance, and performance.

Qualifications

Required:

• High school diploma or GED
• One year customer service experience
• Strong communication skills
• Computer proficiency

Preferred:

• Healthcare or FQHC experience
• Epic/OCHIN familiarity
• Bilingual skills preferred

Physical Requirements

• Primarily sedentary
• Frequent computer and phone use

Disclaimer

This job description is not intended to be all-inclusive and may be modified at any time.