Patient Access Representative

TCA Health; Chicago (IL); On-site; USD 23,419 - 24,796; Full time

Job summary

TCA Health, a Federally Qualified Health Center in Chicago, IL, seeks a Switchboard Operator/Patient Access Representative to be the first point of contact, scheduling appointments in EPIC, verifying insurance, and guiding patients to the appropriate clinics across Chicago and NW Indiana.

Requirements include a high school diploma, bilingual Spanish and English, 1–2 years of related medical or call center experience, and proficiency with EMR/Epic.

Qualifications

• High school diploma or equivalent required.
• Fluent bilingual Spanish and English communication is required.
• 1-2 years of relevant medical, call center, or switchboard experience preferred.
• Proficient in data entry and navigating Electronic Medical Records (EMR/Epic).
• Strong active listening, empathy, and conflict-resolution skills.

Responsibilities

• Call Management: operate a multi-line phone system, route calls, and take messages.
• Patient Support: schedule appointments, verify insurance, update demographics in Epic, process referrals.
• Outreach & Communication: outbound calls for health follow-ups, reminders, and enrollment assistance.
• Customer Service: address questions about services, coverage, and sliding fee scale.
• Emergency Triage: stay calm during crises and follow emergency protocols.

Skills

Bilingual Spanish/English

Active listening

Empathy

Conflict resolution

Data entry

Education

High school diploma or equivalent

Tools

Epic EMR

Job description

Job Title:Switchboard Operator/ Patient Access Representative

Reports To: Patient Service Supervisor

Pay Range: $17.05 - $18.00

FLSA Status: Full-Time/Part -time, non-exempt

About TCA

TCA Health, a Federally Qualified Health Center located on Chicago's far south side has been a provider of innovative, accessible, and quality primary care, dental, behavioral health services and more to Chicagoland's underserved communities for over 50 years! The culture at TCA Health is one of service and commitment. Our team of dedicated professionals is the reason why TCA Health continues to be one of Chicago’s leading Federally Qualified Healthcare Centers.

TCA VALUES

TCA C.A.R.E.S.

• Compassion: We are kind, considerate, and caring.
• Accountability: We take ownership for each person’s experiences.
• Respect: We treat each person with dignity.
• Excellence: We seek the highest level of performance in all we do.
• Stewardship: We strive for racial and health equity, diversity, and inclusion by delivering quality health care and access for all

POSITION SUMMARY

The TCA Health Inc Patient Access / Switchboard acts as the vital first point of contact for patients. Operators manage all incoming calls to schedule appointments in EPIC, verify insurance, conduct preventative outreach, and direct incoming calls to the appropriate clinics across Chicago and NW Indiana.

Key Responsibilities

• Call Management: Serve as the welcoming voice of the organization by operating a multi-line phone system, routing calls, and taking messages.
• Patient Support: Schedule appointments, verify insurance eligibility, update demographic records in the electronic medical system (Epic), and process referrals.
• Outreach & Communication: Make outbound calls for preventative health follow-ups (e.g., cancer screenings, well-child exams), appointment reminders, and insurance enrollment assistance.
• Customer Service: Address patient questions about services, coverage, and the sliding fee scale.
• Emergency Triage: Remain calm during crises and execute emergency protocols when needed.

Qualifications & Skills

• Education: High school diploma or equivalent required.
• Language: Fluent bilingual Spanish and English communication is required.
• Experience: 1-2 years of relevant medical, call center, or switchboard experience preferred.
• Tech Skills: Proficient in data entry and navigating Electronic Medical Records (EMR/Epic).
• Soft Skills: Active listening, high-level empathy, and conflict-resolution capabilities.

Schedule

Shifts generally run during standard business hours but may require flexibility to work evenings (until 7:00 PM) and rotating Saturdays (9:00 AM - 1:00 PM) depending on the clinic's operating hours.