Contact Center Agent – Shift B & C

About the role

The Contact Center Agent works on Shift B & C to deliver a "Patient First" experience. You will be the first point of contact for patients, handling scheduling, insurance verification, and referral assistance while minimizing hand‑offs.

Key responsibilities

• Answer multiple phone lines using established scripts, providing courteous and compassionate service.
• Obtain, verify, and record patient demographics and insurance information.
• Process web and electronic appointment requests, determine appointment type and urgency, and schedule accordingly.
• Coordinate with clinical departments, utilization review, and other patient access services to resolve authorization, referral, or pre‑certification needs.
• Manage scheduling conflicts, cancellations, and revisions based on patient requests.
• Confirm appointments electronically or verbally, send reminders, and communicate any changes to patients.
• Provide patients with preparation instructions for labs, radiology, and other services.
• Support front‑desk staff and clinical teams by updating templates, handling over‑bookings, and scheduling complex multi‑service appointments.
• Cross‑train with other patient access staff and assist in onboarding new employees.

Required profile

• Strong attendance record and punctuality.
• Ability to handle confidential patient information with dignity.
• Excellent verbal communication and customer‑service skills.
• Willingness to learn and follow AH-wide policies and procedures.

Required skills