Patient Access Representative Location: United States (This is a remote job) Category: Billing Job Type: Full-time Pay Rate: $18.42 - $28.44 per hour The successful candidate: ***Hours: Mon- Fri 8:00 AM-5:00 PM MST (Arizona time)** Performs all tasks related to the admission/discharge/transfer process for all patient types. Performs accurate collection of patient demographic and insurance information, to be verified upon each patient registration/check-in. Performs check-in and check-out process for all necessary appointments. Obtains all required patient registration forms, patient identification cards, and insurance cards. Prepares for upcoming appointments, reviews/provides various reports by department, answer phones, assist patients/caregivers with any questions/concerns. JOB QUALIFICATIONS Special Skills: Excellent customer service skills; Familiarity with computers, EHR, Microsoft Office products; Organized and detail oriented; Professional telephone etiquette and solid communication (verbal and written) skills; Self-starter with ability to work independently. City of Hope is an equal opportunity employer. City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location

Role Description The Patient Access Representative is responsible for managing inbound and outbound calls, coordinating appointment scheduling, and providing detailed information about clinic services. The primary responsibility of this position is to ensure seamless communication between callers and clinic staff. Essential qualities required include but are not limited to strong communication skills, meticulous attention to detail, and the ability to efficiently handle multiple tasks in a dynamic environment. Essential Duties / Responsibilities - Handling incoming calls and providing information - Assist callers with general inquiries, navigation assistance, and direct them to appropriate resources or departments as needed. - Determine and obtain callers' consent before transferring calls to clinic staff for further assistance, ensuring a smooth transition. - Appointment scheduling and confirmation - Utilize EHR (Electronic Health Record) software to book appointments based on caller preferences and clinic availability, verifying patient information and insurance details as necessary. - Confirm appointment details with callers and provide necessary instructions or reminders. - Information provision and documentation - Provide relevant information to clinic staff for effective continuation of the conversation. - Maintain accurate and detailed records of all interactions with patients and callers. - Document patient inquiries, actions taken, and any follow-up required in the designated system. - Ensure compliance with privacy regulations and organizational policies when handling patient information. - Participate in cross-training programs to develop proficiency across multiple contact center functions. - Assist in the onboarding and training of new contact center team members to ensure a smooth transition and maintain operational standards. - Collaborate with team members across clinics to foster a cohesive and supportive work environment. - Embrace continuous learning and skill development opportunities to enhance overall contact center efficiency. - Other duties as assigned. Qualifications - Previous experience in a call/contact center, customer service, or healthcare setting preferred. - Excellent communication skills, both verbal and written, with a courteous and professional demeanor. - Strong interpersonal skills and the ability to interact effectively with patients, caregivers, and colleagues. - Proficiency in using computer software and navigating electronic systems; experience with appointment scheduling software or electronic health records (EHR) systems is advantageous. - Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment. - Attention to detail and accuracy in documentation and data entry. - Commitment to maintaining patient confidentiality and adhering to privacy regulations. Education and Experience - High school diploma - Previous experience in a call/contact center, customer service, or healthcare setting preferred. Requirements - Involves sitting for extended periods of time. - Home office setup: Maintain a dedicated workspace conducive to work and free from distractions. - Reliable high-speed internet connection: Capable of supporting voice calls, data entry, and system usage without interruptions. - Workspace security: Maintain a secure and confidential home office environment, adhering to company policies on data security and privacy. Company Description StrideCare is an Equal Opportunity Employer and is committed to diversity and inclusion in our workforce. We encourage applications from candidates of all backgrounds and experiences.

• Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts. • Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey. • Contributes to benchmark audits and targeted reviews. • Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling. • Partners with leadership to identify targeted audit needs for individual sites or teams. • Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders. • Consults with business to identify top opportunities and recommends actions to improve work product and business results. • Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed. • Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers. • May serve as team audit lead on a rotational basis. • Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits. • Analyzes audit data and assembles audit summary reports for leadership distribution. • Participates in audit closing conferences with leadership. • Completes secondary reviews of peer audits to ensure internal consistency of work. • Assists Compliance with targeted reviews. • Trains new members and mentors potential successors. Performs other duties as assigned.

• Handle inbound interactions for major brands • Assist customers with questions, service requests, account needs, and product support • Use guided systems and resources to deliver high-quality customer care • Maintain professionalism and accuracy while aligning with brand standards • Enjoy schedule flexibility once certified, ideal for seeking a stable role with growth potential