Consumer Access Specialist Call Center Position

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Consumer Access Specialist – Call Center Position based in the United States.** In this fully remote role, you will serve as a key point of contact for patients navigating the financial and administrative aspects of their healthcare journey. You will handle a high volume of inbound and outbound calls, helping patients understand their financial responsibilities, insurance coverage, and available payment options. Working in a fast-paced healthcare call center, you will support accurate patient registration, insurance verification, pre-authorization, and payment processing. You will collaborate with clinical teams, insurance providers, and internal departments to ensure patients receive timely information and coordinated support. Your ability to communicate with empathy, maintain accurate records, and manage sensitive financial conversations will directly contribute to a positive patient experience. This opportunity is ideal for a customer-focused professional who thrives in a structured environment and wants to make a meaningful difference in healthcare access. ### 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.