Patient Access Call Specialist

Serenity-Healthcare-1; Mesa (AZ); On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

401(k) plan

Paid time off

Holidays

Flexible scheduling

Bilingual differential

Job summary

Serenity is a leading healthcare company focused on helping people access innovative mental health treatment. Our Patient Access team is the first meaningful conversation someone has with Serenity, guiding them toward the next step.

You’ll handle a high volume of inbound calls, listen actively, and help callers understand options to move forward with care when Serenity is a good fit. Training provided, with full-time or part-time options after.

Qualifications

• High school diploma or GED.
• Strong communicator who enjoys connecting with people and building rapport.
• Naturally curious and willing to ask thoughtful questions to better understand someone’s situation.
• Comfortable guiding conversations and helping people evaluate their options.
• Motivated by clear goals and opportunities to improve.
• Open to coaching, feedback, and learning new approaches.
• Able to remain engaged and solution-focused when conversations are challenging or don’t go as expected.
• Able to balance empathy, professionalism, and clear communication when working through concerns.
• Comfortable learning new technology, CRM platforms, and scheduling systems.

Responsibilities

• Handle a high volume of inbound calls from prospective and existing patients who have already expressed interest in Serenity.
• Build trust through active listening, thoughtful questions, and a genuine effort to understand each person's needs.
• Turn inbound interest into scheduled appointments by helping callers understand their options and determine the right next step.
• Navigate questions, hesitation, and concerns by identifying barriers and working with callers to find appropriate solutions.
• Educate callers about Serenity's services, available options, and what they can expect from their experience.
• Use proven conversation frameworks and workflows while adapting naturally to each individual and situation.

Skills

Active listening

Questioning

Empathy

Communication

Education

High school diploma or GED

Tools

CRM software

Scheduling systems

Job description

Serenity is a leading healthcare company focused on helping people access innovative mental health treatment. Our Patient Access team is the first meaningful conversation someone has with Serenity, guiding them toward the next step.

You’ll handle a high volume of inbound calls, listen actively, and help callers understand options to move forward with care when Serenity is a good fit. Training provided, with full-time or part-time options after.