Remote Patient Access Specialist

Description

Wellesley Family Care Associates is a thriving primary care practice based in Needham, Massachusetts. We are a private (independent) practice affiliated with Mass General Brigham with a focus on individualized, evidence-based care for the whole family. We highly value teamwork, collaboration, and exceptional patient service and have built a culture of safety, competence, accountability, and fun.

As our practice continues to grow, we are transforming how patients access our care by building a centralized Patient Access Center. We are seeking experienced, service-oriented Remote Patient Access Specialists who enjoy helping patients, thrive in a fast-paced environment, and are passionate about creating an outstanding first impression for every patient interaction.

This is a fully remote position requiring previous medical practice experience and proficiency using Epic or another electronic medical record.

Position Summary

The Remote Patient Access Specialist serves as the first point of contact for patients calling Wellesley Family Care Associates. This position is responsible for delivering exceptional customer service while efficiently managing incoming calls, scheduling appointments, completing patient registration, documenting telephone encounters, and coordinating communication throughout the organization.

The Specialist works collaboratively with providers, nurses, medical assistants, and administrative staff to ensure patients receive timely, accurate, and compassionate service while supporting efficient practice operations.

Essential Functions

- Patient Access
- Answer incoming patient telephone calls in a professional, compassionate, and efficient manner.
- Schedule, reschedule, and cancel appointments using Epic.
- Assist patients in selecting appropriate providers and appointment types.
- Coordinate appointments across multiple providers and locations.
- Manage wait lists and appointment optimization opportunities.
- Verify patient identity following organizational policies.

Registration & Insurance

- Complete patient registration.
- Update demographic information.
- Update insurance information.
- Verify insurance eligibility as appropriate.
- Document registration changes accurately within Epic.

Patient Communication

- Create and document Telephone Encounters in Epic.
- Route messages to the appropriate clinical or administrative teams.
- Process medication refill requests according to established workflows.
- Route referral requests.
- Route medical records requests.
- Escalate urgent patient concerns according to established protocols.
- Assist patients with MyChart access and basic navigation.

Customer Service Excellence

- Deliver exceptional patient experiences with every interaction.
- Resolve patient questions whenever possible during the first call.
- Demonstrate empathy, professionalism, and active listening.
- Maintain confidentiality in accordance with HIPAA regulations.
- Build positive relationships with patients and colleagues.

Operational Excellence

- Meet established quality, productivity, and service level expectations.
- Maintain accurate documentation.
- Participate in workflow improvement initiatives.
- Assist with special projects as assigned.
- Maintain current knowledge of provider schedules, practice policies, and organizational workflows.

Core Competencies

- Exceptional customer service
- Strong verbal communication
- Attention to detail
- Organization and time management
- Problem solving
- Ability to multitask
- Adaptability
- Teamwork and collaboration
- Professionalism
- Commitment to continuous improvement

Reports To

- Patient Access Manager

FLSA Status

- Non-Exempt

Department

- Patient Access Center

Work Location

- Fully Remote (East Coast preferred)
- Periodic on-site meetings and training sessions may be required.

Requirements

Qualifications

Required

- High school diploma or equivalent.
- Minimum two (2) years of experience in a medical office, healthcare call center, or patient access environment.
- Previous appointment scheduling experience.
- Experience using Epic or another electronic medical record.
- Excellent customer service and communication skills.
- Ability to accurately document patient interactions.
- Strong computer skills and ability to navigate multiple applications simultaneously.
- Reliable high-speed internet and dedicated home workspace.

Preferred

- Associate's or Bachelor's degree.
- Epic Cadence or Prelude experience.
- Experience in primary care or multi-specialty physician practice.
- Bilingual (Spanish or another commonly spoken language) preferred.
- Experience working remotely in a healthcare environment.