Consumer Access Specialist Call Center Position

Accountabilities: Manage patient communications: Handle a high volume of automatically routed inbound calls and initiate outbound calls to assist patients with questions about healthcare services, financial responsibilities, insurance coverage, and administrative requirements. Explain patient financial responsibilities: Prepare accurate estimates of out-of-pocket costs, communicate expected patient balances, collect payments, and establish payment plans in accordance with applicable procedures. Verify insurance eligibility and benefits: Contact insurance providers to confirm coverage, validate policy details, and obtain required pre-authorizations within established timeframes. Support patient registration: Register patients for healthcare services, collect and verify demographic information, confirm insurance details, and help prevent duplicate medical records. Ensure regulatory compliance: Conduct Medicare compliance reviews and issue Advance Beneficiary Notices of Noncoverage when required, following applicable policies and procedures. Coordinate pre-authorization activities: Work with utilization management staff to resolve authorization issues, communicate relevant information, and ensure patients understand the logistical requirements for their care. Provide financial guidance and support: Explain payment options clearly and professionally, address patient concerns, and help connect individuals with appropriate financial resources when additional assistance is needed. Maintain accurate documentation: Record patient and insurance representative interactions, payer decisions, coverage information, payment arrangements, and other relevant details accurately and consistently. Process payments and reconcile cash: Perform cashiering activities, collect payments, and complete cash reconciliation tasks in accordance with established financial controls. Coordinate across departments: Facilitate communication between clinical teams, ancillary services, and consumer access departments to support efficient workflows and a seamless patient experience. Maintain operational coverage: Provide consistent coverage of assigned work areas throughout scheduled shifts, arrange relief coverage when necessary, and assist with switchboard operations by answering and transferring calls as needed. Meet performance expectations: Maintain productivity, service quality, attendance, and scheduling standards while managing multiple tasks in a high-volume call center environment. Contribute to team effectiveness: Participate in departmental meetings, maintain positive working relationships, communicate operational concerns, and perform additional duties as assigned. Requirements Education: High school diploma or equivalent is required. An associate degree is preferred. Relevant experience: At least one year of customer service experience, healthcare experience, or revenue cycle experience is preferred. Healthcare and insurance knowledge: Familiarity with healthcare administrative processes, insurance eligibility, patient financial responsibility, payment arrangements, and revenue cycle operations is an advantage. Customer service excellence: Strong interpersonal skills and a patient-centered approach, with the ability to handle sensitive financial conversations respectfully, professionally, and empathetically. Communication skills: Excellent verbal and written communication skills, including the ability to explain complex information clearly and interact effectively with patients, physicians, insurance representatives, and internal teams. Technical proficiency: Working knowledge of Microsoft Office applications and familiarity with database systems. Ability to operate standard office equipment, including computers, printers, fax machines, and scanners. Attention to detail: Strong accuracy and organizational skills when handling patient demographics, insurance information, financial estimates, payment records, and medical documentation. Time management and multitasking: Ability to prioritize competing responsibilities, manage a high volume of calls, document interactions efficiently, and maintain consistent productivity. Problem-solving and judgment: Mature judgment, discretion, and the ability to follow complex instructions and established procedures when addressing patient and insurance-related issues. Adaptability: Willingness to learn new systems, respond to changing healthcare requirements, and adjust to evolving operational needs in a fast-paced environment. Teamwork and collaboration: Ability to work effectively with colleagues across clinical, administrative, and financial departments while contributing to a supportive team environment. Preferred certifications: Certified Healthcare Access Associate (CHAA) and Certified Revenue Cycle Representative (CRCR) credentials are desirable but not required. Schedule availability: Ability to work remotely Monday through Friday, from 10:30 a.m. to 7:00 p.m. Eastern Time, with flexibility to accommodate future staffing needs within departmental operating hours of 7:00 a.m. to 7:00 p.m. Eastern Time. Background screening: Willingness to complete applicable employment screening requirements, including Florida Level 2 background screening and fingerprinting where required by law. Benefits Competitive compensation: Hourly pay ranging from $16.79 to $26.86 , depending on qualifications and applicable compensation factors. Fully remote work: Work from home in a full-time position. Medical coverage: Medical insurance available starting on the first day of employment. Dental and vision insurance: Access to dental and vision coverage from day one. Life and disability insurance: Coverage options designed to support employees and their families. Paid time off: Paid time off available from the first day of employment. Retirement savings: Access to a 403(b) retirement plan. Paid parental leave: Four weeks of parental leave at 100% pay. Career development: Opportunities for professional growth, learning, and career advancement. Well-being resources: Access to whole-person wellness programs and mental health resources and support. Additional perks: Pet-related benefits and other employee resources. Purpose-driven work: The opportunity to support patients through important healthcare access and financial processes while contributing to a compassionate, patient-centered environment.