Patient Access Representative

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. Its 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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