As a Contact Center Agent I in Patient Access, you play a pivotal role in delivering outstanding customer service to patients navigating healthcare services remotely. This position is crucial for our company's mission to streamline patient interactions, reduce access barriers, and support seamless insurance-related processes, ultimately contributing to higher patient retention and operational excellence in a dynamic healthcare environment. In your daily routine, you will handle a high volume of inbound and outbound calls from patients seeking assistance with appointments, insurance verification, and billing inquiries. Weekly, you will collaborate with clinical teams and insurance providers to resolve complex cases, update patient records in electronic health systems, and follow up on outstanding authorizations. Monthly responsibilities include generating reports on call metrics such as average handle time, first-call resolution rates, and customer satisfaction scores to identify improvement areas. You will manage patient registrations by collecting demographic and insurance details, conducting eligibility checks using payer portals, and scheduling initial consultations while adhering to HIPAA privacy standards. Expect to troubleshoot issues like claim denials or coverage gaps, escalating to supervisors when necessary, and participating in team huddles to share best practices. Delivering key metrics like 90% accuracy in data entry and maintaining service levels above 80% will be essential, fostering strong partnerships across departments to ensure cohesive patient experiences. To succeed, a high school diploma or equivalent is required, with an associate's degree in healthcare administration or a related field preferred. You need at least one year of customer service experience in a call center or healthcare setting, ideally involving insurance processes. Proficiency in electronic health record (EHR) systems like Epic or Cerner, CRM tools such as Zendesk, and Microsoft Office Suite is mandatory. Familiarity with medical terminology, ICD-10 coding, and insurance payers like Medicare, Medicaid, and major commercial plans is essential. Certifications such as Certified Patient Access Specialist (CPAS) or HIPAA compliance training will set you apart, ensuring you can accurately verify benefits and authorizations while maintaining compliance with regulatory standards. Strong active listening and verbal communication skills are vital for de-escalating frustrated callers and articulating complex insurance information clearly. You should demonstrate empathy, problem-solving prowess, and multitasking abilities to manage multiple systems simultaneously during peak hours. Technical aptitude with telephony software and data entry tools, combined with a patient-centric mindset and resilience in a fast-paced remote environment, will drive your success. Industry knowledge of healthcare workflows and customer service excellence further enhances your effectiveness in this role. Lensa is a forward-thinking company revolutionizing talent acquisition and staffing solutions across industries, with a strong focus on healthcare and insurance. Our mission is to connect exceptional professionals with meaningful opportunities, guided by values of innovation, integrity, and inclusivity. The remote team structure promotes flexibility and work-life balance, featuring collaborative virtual environments where diverse professionals thrive. What sets our culture apart is a commitment to employee growth, regular feedback loops, and a supportive community that celebrates achievements and fosters continuous learning. We offer competitive compensation, though salary details are not specified at this time, commensurate with experience. Comprehensive benefits include medical, dental, and vision insurance, 401(k) with company match, and generous paid time off starting at 15 days annually. Remote work setup is fully supported with home office stipends, flexible scheduling options, and wellness programs. Additional perks encompass performance bonuses, professional development reimbursements, and employee assistance programs to ensure your well-being and financial security. Advancement opportunities abound, from progressing to Contact Center Agent II or supervisory roles to specialized tracks in patient access management. We invest in your growth through ongoing training, certifications, and mentorship programs. To apply, visit our careers page, submit your resume, and prepare for a virtual interview process—join us today to make a lasting impact.