Bilingual Patient Access Representative

CitiMed; New York (NY); On-site; USD 25,000 - 39,000; Full time

Job summary

CitiMed is seeking a Patient Access Representative to act as the first contact for patients, handling appointment scheduling, rescheduling, and confirmations while verifying insurance and referrals prior to visits. The role requires accurate documentation, HIPAA compliance, and close coordination with site staff to resolve issues.

Responsibilities include answering calls, booking across locations, collecting patient data, and communicating visit instructions.

Qualifications

• Fluent in English and Spanish with accurate documentation in both languages.
• Experience in a call center, medical front-office, or customer service role.
• Ability to learn medical terminology quickly and accurately.
• Proficient with scheduling software and standard office applications.

Responsibilities

• Answer inbound calls and schedule appointments across CitiMed locations.
• Schedule, reschedule, confirm, and cancel appointments while balancing availability.
• Collect and verify patient information, insurance, and referrals prior to scheduling.
• Advise patients on visit prep instructions and required documentation.
• Document activity in the scheduling/EHR system and maintain HIPAA compliance.
• Handle questions empathetically and route to appropriate staff when needed.
• Coordinate with front-desk and clinical teams for same-day changes and no-shows.

Skills

Bilingual English/Spanish

Call center experience

Medical terminology knowledge

Typing speed & data entry

Customer service mindset

Education

High school diploma or GED

Tools

Scheduling software

EHR systems

Microsoft Office

Job description

CitiMed is a unique medical facility that provides exclusive healthcare amenities to our community. The range of medical and rehabilitative services offered has been specifically selected to treat traumatic injury patients. We provide a variety of health services including diagnostic and rehabilitation. Our vision directs the evolution of our practice, as we strive to improve our services to the community. All CitiMed offices are multilingual and staffed with individuals to make any experience pleasant. You can learn more about us at https://www.citimedny.com/.

CitiMed is growing rapidly and we are looking for many qualifying individuals to be a part of our team! With the support and hard work of all our employees, CitiMed continues to make its way down a successful road. CitiMed maintains a work culture that allows our team members to feel supported and confident in their work. We offer many learning opportunities with room for professional growth.

Job Description

The Patient Access Representative serves as the first point of contact for patients across all CitiMed locations and specialties, managing appointment scheduling, rescheduling, and confirmations while verifying insurance and referral information prior to each visit. This role is central to patient experience, schedule utilization, and revenue cycle accuracy, requiring accurate documentation, HIPAA compliance, and close coordination with site and clinical staff to resolve issues and manage day-of changes.

Detailed Responsibilities

• Answer inbound calls and place outbound calls to schedule appointments across all CitiMed locations and specialties.
• Schedule, reschedule, confirm, and cancel appointments for any visit type, balancing patient needs with site and provider availability.
• Collect and verify patient demographic, insurance, and referral/order information, including insurance eligibility and prior authorization, prior to scheduling.
• Advise patients on visit-specific preparation instructions and required documentation.
• Document all call activity, inquiries, actions taken, and follow-up needs in the scheduling/EHR system.
• Respond to patient questions and concerns with empathy and professionalism, de-escalating and resolving issues or routing to the appropriate site or department.
• Coordinate with front-desk and clinical staff to manage same-day changes, no-shows, and urgent add-on requests.
• Maintain patient confidentiality and HIPAA compliance on every call.
• Meet call-quality, call-volume, and scheduling-accuracy standards as metrics are established.

Required Qualifications

• Fully bilingual in English and Spanish (verbal and written), with the ability to conduct a full patient scheduling call and document notes accurately in either language.
• High school diploma or GED.
• Experience in a call center, medical front-office, or customer service role.
• Working knowledge of medical terminology, or demonstrated ability to learn it quickly.
• Proficiency with scheduling software, EHR systems, and standard office applications, with accurate typing and data entry.
• Strong phone etiquette, active listening, and clear verbal communication skills.
• Ability to multitask and stay organized in a fast-paced, high-call-volume environment.

Preferred Qualifications

• Prior healthcare call center or medical scheduling experience across multiple specialties.
• Familiarity with Workers' Compensation, No-Fault, or personal injury authorization processes, directly relevant to CitiMed's patient population.
• Experience verifying insurance benefits and prior authorizations across multiple payers.

Hourly Rate/Salary depends on experience.