Title: Patient Access Representative Location: Remote Job Description: 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. It’s 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: - Always prioritizes patient satisfaction by providing timely, accurate information and addressing patient needs with empathy and professionalism. Adaptability & Flexibility: - Demonstrates the ability to adjust to evolving work demands and shifting priorities in a dynamic healthcare environment. Urgency & Efficiency: - Responds quickly and efficiently to a high volume of calls, scheduling appointments and resolving issues promptly. Effective Communication: - Utilizes clear, concise, and empathetic communication when speaking with patients, ensuring they fully understand the information and are supported throughout their care journey. Detail-Oriented: - Ensures all patient information is accurately documented and all processes are followed to meet regulatory and operational requirements. Problem-Solving: - Identifies and resolves issues that may arise during patient interactions, ensuring a seamless experience for the patient and the healthcare team. Collaboration & Teamwork: - Works effectively within a multidisciplinary team, collaborating with colleagues and leaders to ensure efficient and effective care delivery. Competencies: Call Center & Patient Communication: - Ability to manage large volumes of calls while maintaining a high level of customer satisfaction and resolving inquiries promptly. Scheduling & Appointment Management: - Expertise in scheduling and rescheduling appointments for patients, ensuring that all appointments are accurately documented and confirmed. Technology Proficiency: Proficient in navigating and using CRM and EMR systems for patient scheduling, documentation, and follow-up management. Time Management & Multitasking: - Able to manage multiple tasks, such as answering calls, documenting patient information, and handling follow-up tasks, while maintaining accuracy and meeting deadlines. Cultural Competency & Empathy: - Ability to engage effectively with diverse patient populations, providing culturally sensitive care and support. Data Entry & Documentation: - Ability to accurately input and manage patient data, ensuring all necessary follow-up and actions are tracked in the system. Professionalism & Confidentiality: - Demonstrates respect for patient privacy, maintaining confidentiality in all interactions and adhering to company policies and procedures. 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.

Role Description The Release of Information Specialist III (ROIS III) is responsible for fielding complex release of information requests while maintaining a high level of precision, efficiency and productivity-driven metrics. The ROIS III is fluent in multiple electronic medical records (EMRs) and comfortable navigating through systems and software to ensure the accurate retrieval of requested documentation in a fast-paced environment. As a domain subject matter expert, this position is responsible for providing training and coaching to other ROIS based out of a Verisma facility, at a client site and/or remotely. - Process medical ROI requests in a timely and efficient manner through Verisma software applications - Ability to read and interpret medical records, forms, and authorizations - Serve as an escalation point and resolution for HIPAA-related release issues - Act as a role model and lead by example through demonstrating excellent organizational skills, time management and professionalism - Proactively communicates with supervisor(s) and peers regarding questions, concerns and processes - Assist with queue management and coverage, as needed - Ability to seamlessly shift to support other accounts - Utilize reference materials provided by Verisma to ensure compliance and confidentiality is always maintained - Serve as training mentor and subject matter expert - Assist in maintaining and updating ROIS training/reference materials - Maintain strong knowledge of HIPAA, HITECH, state-federal rulings, and statutes, as well as customer specific requirements - Foster positive relationships and friendly demeanor through providing exemplary customer service - Attend training sessions, as required - Live by and promote Verisma Core Values - Perform other related duties, as assigned, to ensure effective operation of the department and the Company - Interact with customers and co-workers in a professional and friendly manner - Handles on-site responsibilities to assist Client Manager when needed or in absence of the Client Manager - Responsible for supporting multiple clients for whom medical Release of Information (ROI) activities are conducted - Assist the Manager(s) & Director of Operations with interviewing, training, and mentoring high-quality staff Qualifications - HS Diploma or equivalent, some college preferred - RHIT certification, preferred - At least 5 years of prior medical record, ROI or Health Information Management (HIM) experience - Knowledge of HIPAA and state regulations related to the release of Protected Health Information - Strong problem-solving skills and attention to detail - Must maintain strong organizational and time management skills - Able to train and support colleagues seeking resolution with complex requests - Fluent in Microsoft Office Suite, EMRs and comfortable learning new technology/software - Must be able to work independently and assist others while exceeding volume and quality standards Company Description

Role Description As a Service Desk Technician, you’ll provide critical first line support for our customers - primarily internal customers. You will be providing timely support for: - PC/Laptop, hardware, peripherals, mobile devices - Software/applications, including proprietary; hosted on-prem and/or cloud-based You will respond to and diagnose problems via phone, self-service, and chat. It may be necessary to escalate to network services, information security, desktop architecture, or other “next level” teams. You will also support emerging AI-powered tools and technologies used across the organization, assisting users with: - Access - Troubleshooting - Adoption - Responsible use of AI-enabled applications and services Your track record in KCS “UFFA”, initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. We are open to remote candidates for this role. Qualifications - Bachelor’s degree in IT or related field, or equivalent hands-on experience - 4 years of directly related experience within a service desk/technical support environment required - Experience supporting or using AI-powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred - Familiarity with supporting end users in AI-enabled environments, including troubleshooting, guidance, and responsible use of AI tools, highly preferred - HDI Support Center Analyst preferred - Proven excellent customer service skills - Good communication, problem-solving skills, and telephone etiquette - Ability to use Service Desk standards and follow guidelines - Current understanding of PC/Laptop, hardware, peripherals, mobile devices, and software/applications including some of which are proprietary; hosted on-prem and/or cloud-based - Maintains current and high level of technical skill in the field of expertise, including awareness of emerging AI technologies and workplace productivity tools - Ability to troubleshoot moderately complex technical issues by analyzing multiple factors and identifying root causes Requirements - Support break/fix technical issues of all enterprise applications, hardware, and software used at First American - Provide support for AI-powered tools and platforms used across the organization - Provide accurate and creative solutions to customer issues to ensure quick restoration of customer productivity - Follow Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology - Create and maintain knowledge base articles using KCS Foundations methodology - Track and document all contacts into IT Service Management software - May perform additional duties relating to specific First American applications as assigned - Recommend systems modifications and AI-enabled solutions to reduce user problems and improve productivity - Escalate more complex problems to a more senior level technician Benefits - Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave - Employee stock purchase plan

Role Description The Ancillary Services Scheduler I performs Patient Access functions with minimal supervision, serving as an advocate and educator for patients while supporting a multidisciplinary care team. This role coordinates and schedules diagnostic tests and procedures, ensuring the correct location and resources are arranged. They obtain and document pre-certification and authorization requirements, accurately enter information into scheduling or registration systems, and verify insurance details to support a smooth patient experience. Essential Responsibilities - Answers telephone promptly and professionally. - Coordinates patient care throughout the continuum of care through collaboration with the multidisciplinary team. - Serves as a resource for care management. - Ensures tests and procedures are scheduled in the correct location with appropriate resources. - Selects accurate insurance carrier plans; notifies the patients or physician office staff of out-of-network carriers or potential benefit reductions. - Communicates testing requirements to patients or physician offices based on scheduling module instructions. - Duplicates any edits made in the scheduling module within the admissions module. - Monitors scheduling reports for the upcoming day to maintain readiness during potential Epic downtime. - Works closely with the physician office staff to ensure that pre-cert/authorization numbers are entered into the scheduling or registration system. - Consistently selects the correct patient medical record number. - Maintains open communication with registration staff for unscheduled patients presenting for services to ensure appropriate testing is performed and times are available. - Uses appropriate tools to communicate with Patient Access and other facility departments as needed. - Receives, maintains, and indexes physician orders per facility standards and guidelines. - Collaborates with internal and external interdisciplinary teams to ensure excellent customer service. - Attends in-service education and completes all required training annually. General Responsibilities - Performs other duties as assigned. Qualifications - High School Diploma or GED required. - 1 or more years of customer service experience required. Radiology or physician office scheduling experience preferred. - No license/certification/registration requirements. Requirements - Communicates clearly and concisely, verbally and in writing. - Establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations. - Works effectively with employees, patients, and external partners. - Demonstrates proficiency in required PC applications. - Understands and adheres to organizational policies, procedures, and systems. - Performs accurate mathematical calculations, reconciles figures, and demonstrates correct grammar, spelling, and transcription. Benefits - Comprehensive benefits package, including PTO. - 401(k) plan. - Medical and dental plans. - Additional benefits designed to meet specific needs both inside and outside of the work environment.