Job Description

Patient Access Center Representative (All Departments)

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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.