Patient Access & Care Coordination Specialist

Fenway Health; Boston (MA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental insurance

Retirement plan with employer match

11 paid holidays

Union position

Job summary

Fenway Health is seeking a Medical Call Center Representative to greet and assist patients, determine needs, and route requests efficiently. You will document calls in the EMR and coordinate with providers to ensure timely care.

The role requires strong communication, 1 year+ healthcare experience, and proficiency with Microsoft Office and EMR systems. Bilingual English/Spanish is a plus. Union position with competitive benefits is offered.

Qualifications

• Minimum of high school graduate or equivalent.
• Minimum of 1 year of experience in a healthcare setting.
• Able to communicate in a professional and appropriate manner.
• Strong technical proficiency in Microsoft Outlook, Excel, Word, scheduling software and EMR systems (Epic or equivalent).
• Willingness to work with a diverse patient population.
• Previous customer service experience in a healthcare setting.
• Demonstrated ability to interact professionally, empathetically, and culturally respectfully with diverse individuals.

Responsibilities

• Provide excellent customer service to patients and callers.
• Log information on calls and maintain accurate records.
• Provide accurate information about Fenway Health services and providers.
• Refer unusual situations to Supervisor and resolve issues.
• Act as a liaison to troubleshoot patient needs for a 1–2 call resolution.
• Maintain patient confidentiality at all times.
• Establish and maintain positive working relationships with staff and the public.
• Schedule appointments according to established procedures.
• Document caller requests in EMR and route to appropriate team member.

Skills

Customer service

Phone support

Professional communication

EMR documentation

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

Microsoft Outlook

Excel

Word

Epic EMR

Job description

Fenway Health is seeking a Medical Call Center Representative to greet and assist patients, determine needs, and route requests efficiently. You will document calls in the EMR and coordinate with providers to ensure timely care.

The role requires strong communication, 1 year+ healthcare experience, and proficiency with Microsoft Office and EMR systems. Bilingual English/Spanish is a plus. Union position with competitive benefits is offered.