Patient Access & Scheduling Specialist

TC; Lehi (UT); On-site; USD 23,000 - 27,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

401(k) retirement plan

Paid training

Paid time off

Flexible scheduling

Leadership opportunities

Bilingual differential

Job summary

Serenity is seeking a Call Center Representative – Customer Support to join a fast-paced patient access team. You will listen, understand needs, answer questions, and help callers feel comfortable taking the next step by scheduling appointments.

No industry-specific experience is required; paid training and ongoing coaching are provided. You’ll document conversations in our CRM and contribute to a smooth, helpful patient experience.

Qualifications

• Must have high school diploma or GED.
• Strong communicator who enjoys connecting with people.
• Curious and asks thoughtful questions to understand situations.
• Comfortable guiding conversations and evaluating options.
• Motivated by clear goals and opportunities to improve.
• Open to coaching and feedback.
• Able to stay engaged in high-volume phone work.
• Detail-oriented with accurate documentation.
• Comfortable learning new technology, CRMs, and scheduling systems.

Responsibilities

• Handle a high volume of inbound calls from prospective and existing patients.
• Build trust through active listening, thoughtful questions, and understanding needs.
• Turn inbound interest into scheduled appointments by explaining options.
• Navigate questions and concerns to identify barriers and solutions.
• Educate callers about Serenity’s services and what to expect.
• Use proven frameworks and adapt to each situation.
• Explain value of moving forward with care when Serenity is a good fit.
• Take ownership of each interaction from initial contact to scheduling.
• Accurately document conversations and patient information in CRM.
• Review performance and apply coaching to improve.

Skills

Active listening

Communication

Questioning

Empathy

Goal-oriented

Coaching

CRM familiarity

Education

High school diploma or GED

Tools

CRM platforms

Scheduling systems

Job description

Serenity is seeking a Call Center Representative – Customer Support to join a fast-paced patient access team. You will listen, understand needs, answer questions, and help callers feel comfortable taking the next step by scheduling appointments.

No industry-specific experience is required; paid training and ongoing coaching are provided. You’ll document conversations in our CRM and contribute to a smooth, helpful patient experience.