Call Center Patient Access Specialist – Grand Rapids, MI

Posted 3 months ago

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Job Title: Call Center – Patient Access Specialist

Department: Patient Access

Location/Hours: Grand Rapids Call Center

This is an in-office position. Shift is Monday-Friday 8:30 am to 5:00 pm. Following completion of training, there is a rotating schedule 9:30 am to 6:00 pm. Currently, weekend hours are not required, however, they could be a possibility with future growth.

FLSA Status: Non-Exempt (Hourly)

Manager Title: Patient Access Manager

Summary: We are seeking an experienced administrative professional with an interest in joining a family-oriented team poised for organization and professional growth. Responsible for many functions in regard to patient access including, but not limited to, triage phone calls, patient scheduling, as well as knowledge of order and insurance requirements.

Duties and Responsibilities:

  • Address and resolve a high volume of incoming calls daily
  • Actively listening to each caller, ensuring each caller feels supported and valued
  • Coordinating patient schedules with accuracy to the current therapy and location
  • Accurately entering patient information
  • Work to find resolution when needed
  • Maintain quality metric goals while providing best in class customer service
  • Ability to accurately multitask between systems, departments, and locations
  • Keep thorough documentation in patient charts
  • Remain HIPAA compliant, always ensuring the patient’s right to privacy, safety, and confidentiality are maintained

Skills and Abilities:

  • Professionally answer high volume of incoming calls
  • Active listening skills
  • Strong decision-making skills
  • Proficiency with computers
  • Adaptability and accountability
  • Professional phone voice
  • Excellent typing skills


  • High School Diploma
  • Minimum experience
  • 1-year experience in healthcare intake department

Physical Requirements/Working Conditions:

  • Mental Requirement – Ability to multitask without loss of efficiency or accuracy, including the ability to perform multiple duties from multiple sources.
  • Mental Requirement- Ability to work and sustain attention with distraction and/or interruptions
  • Mental Requirement – Ability to interact appropriately with a variety of individuals including customers/clients
  • Mental Requirement- Ability to understand, remember and follow verbal and written instruction
  • Mental Requirement – Ability to work effectively and efficiently in high stress and conflict situations
  • Mental Requirement – Ability to perform under stress and/or in emergencies
  • Physical Requirement- Feeling (sensing textures and temperatures) (Frequently)
  • Physical Requirement – Fine Motor Skill (pinching, gripping, etc.) (Frequently)
  • Physical Requirement – Hearing (Frequently)
  • Physical Requirement – Pushing/pulling (Occasionally)
  • Physical Requirement – Reaching (Occasionally)
  • Physical Requirement – Sitting (Frequently)
  • Physical Requirement – Standing (Occasionally)
  • Physical Requirement – Talking (Frequently)
  • Physical Requirement – Near vision (Constantly)
  • Physical Requirement – Color Discrimination (Occasionally)
  • Physical Requirement – Use of keyboard, mouse, and/or computer equipment (Constantly)
  • Occupational Exposure/Risk Potential- inside office environment (Applicable)

Job Type: Full-time


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance


  • 8 hour shift
  • Day shift
  • Monday to Friday
  • Weekend availability

Ability to commute/relocate:

  • Grand Rapids, MI 49525: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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