Patient Access Specialist: Meaningful Conversations that Drive Care

Southeast Healthcare; Provo (UT); Sur place; USD 22 000 - 26 000; Plein temps

Avantages offerts par ce poste

Health coverage

Dental coverage

Vision coverage

401(k) plan

Paid time off

Flexible scheduling

Leadership opportunities

Résumé du poste

Serenity is a leading healthcare company focused on helping people access innovative mental health treatment. Our Patient Access team is often the first meaningful conversation someone has with Serenity. That makes this role critical.

You’ll help people who have already reached out for help understand their options, work through barriers, and take the next step toward care when Serenity is right for them.

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 working on the phone throughout the day in a high-volume environment.
• Strong attention to detail and the ability to accurately document information while staying engaged in the conversation.
• Comfortable learning new technology, CRM platforms, and scheduling systems.

Responsabilités

• 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.
• Help callers understand the value of moving forward with care when Serenity is a good fit for their needs and overcome any objections they may have.
• Take ownership of each interaction and help create a smooth experience from the initial conversation through scheduling.
• Accurately document conversations and patient information in our CRM and scheduling systems.
• Review your performance, apply coaching, and continuously develop your communication and patient engagement skills.

Connaissances

Strong communicator

Active listening

Questioning

Empathy

Phone skills

Documentation

Formation

High school diploma or GED

Outils

CRM systems

Description du poste

Serenity is a leading healthcare company focused on helping people access innovative mental health treatment. Our Patient Access team is often the first meaningful conversation someone has with Serenity. That makes this role critical.

You’ll help people who have already reached out for help understand their options, work through barriers, and take the next step toward care when Serenity is right for them.