Access Call Center Representative

Job Description

Networks Connect is seeking a customer-focused Access Call Center Representative to support patient access, insurance verification, and appointment coordination. This role serves as a key point of contact for patients, families, healthcare providers, and clinic staff, helping ensure appointments are scheduled accurately and insurance requirements are addressed before services are provided.

Earnings

N/A

Duties

• Handle approximately of 150-200 inbound and outbound calls from patients, clinics, and healthcare providers.
• Schedule patient appointments across multiple specialties and service areas, including radiology and urology.
• Verify medical insurance coverage and assist with pre-certification and authorization requirements.
• Register patients and accurately update demographic, insurance, and other patient information.
• Coordinate appointment details between the call center, internal clinics, and external healthcare providers throughout the DMV area.
• Manage multiple tasks simultaneously, including phone calls, outbound follow-ups, electronic fax requests, and email queues.
• Communicate professionally and empathetically with patients, families, providers, and clinic staff.
• Maintain accurate documentation and follow established procedures to support efficient patient access.
• Meet daily and monthly performance expectations while remaining receptive to coaching and feedback.
• Protect confidential patient information and follow applicable privacy requirements.

Requirements

• At least three years of relevant healthcare experience, preferably in patient registration, appointment scheduling, medical insurance screening, and insurance verification.
• High school diploma or GED required; an associate degree is preferred.
• Knowledge of medical terminology and ICD-10 coding.
• Proficiency with Microsoft Office and computer-based systems.
• Typing speed of at least 30 words per minute.
• Strong customer service, communication, organization, and problem-solving skills.
• Ability to multitask, maintain accuracy, and remain focused in a fast-paced call center environment.
• Demonstrated empathy, professionalism, teamwork, and willingness to receive coaching.
• Ability to work on-site in Silver Spring, Maryland, Monday through Friday.

Assessments and Interview Process

• Candidates must complete customer service and typing assessments.
• The minimum typing requirement is 30 WPM.
• The interview is conducted on-site in Silver Spring and lasts approximately one hour with members of the hiring team.
• Training includes orientation, revenue cycle training, knowledge assessments, and additional role-specific coaching

Ideal Candidate

• The ideal candidate has experience in hospital patient access, medical scheduling, patient registration, or healthcare call center operations. They are comfortable handling a high volume of calls, verifying insurance information, coordinating appointments, and communicating with patients and providers. Experience in a hospital or specialty clinic setting is especially valuable.