Job Description

Patient Access Representative

Upward Health is a home-based medical group specializing in primary medical and behavioral care for individuals with complex needs. We serve patients throughout their communities, and we diagnose, treat, and prescribe anywhere our patients call home. We reduce barriers to care such as lengthy delays due to scheduling. We see patients when they need us, for as much time as they need, bringing care to them. Beyond medical supports, we also assist our patients with challenges that may affect their health, such as food insecurity, social isolation, housing needs, transportation and more. It is no wonder 98% of patients report being fully satisfied with Upward Health!

Upward Health provides technology-enabled, integrated, and coordinated care delivery services that improve outcomes and reduce costs for patients with severe behavioral health diagnoses and co-morbid, chronic physical conditions. We are not your typical medical practice. At Upward Health, we see every day as an opportunity to make a difference in our patients' lives. We could tell you about our outcomes and patient satisfaction ratings. We could tell you about our commitment to our mission. Or you could join us and experience it all for yourself.

Why Is This Role Critical?

The Patient Access Representative is a key member of the Centralized Operations Team and works  within a multidisciplinary team of licensed and unlicensed staff who provide direct support and care to Upward Health’s patients. The Patient Access Respresentative is a remote role, responsible for managing a large volume of inbound and outbound calls in a timely manner, effectively addressing patient needs, complaints and inquiries all while keeping customer/patient satisfaction at the core of every decision and behavior.

The ideal candidate possesses both call center and medical appointment scheduling experiences in fast-paced provider office settings. The Patient Access Respresentative offers direct patient support that primarily includes appointment scheduling, call triaging, and outbound telephonic outreach to patients for follow-ups.

KEY RESPONSIBILITIES:

• Manage and triage large volumes of inbound calls in a timely manner, appropriately identifying patient needs, clarifying information, providing appropriate solutions and documenting accordingly.
• Follow communication “scripts” when handling different topics/patient needs.
• Scheduling all Upward Health provider appointments, checking for Insurance/authorization verification 
• Perform outbound calls to patients for appointment cancellations/rescheduling needs.
• Support processes to ensure all patients have a scheduled follow-up visit.
• Various administrative support and other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong phone and verbal communication skills, including active listening
• Familiarity with CRM and EMR systems, comfortable with computer data entry
• Strong attention to detail to ensure that work is completed accurately and completely
• Flexibility to change course and take on additional responsibilities as the business requires
• Ability to work independently within a virtual operating environment and as part of a team
• Excellent oral and written communication skills
• Ability to exercise judgment in the application of professional services

MINIMUM REQUIREMENTS:

• High school graduate or GED required
• Prior experience in a customer support/call center role
• Prior experience in health insurance and medical terminology is preferred
• Able to maintain clear professional boundaries with members and coworkers
• Cultural competency – able to work with diverse groups of community members
• Highly technologically savvy
• Multi-lingual capabilities preferred

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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