Patient Access Agent – Centralized Call Center

Center for Physical Rehabilitation • Grand Rapids, MI

2d • Onsite

About The Position

The Center for Physical Rehabilitation is seeking a friendly, organized, and customer-focused Patient Access Agent to join their centralized call center team. This role serves as the primary point of contact for patients and referral partners, ensuring efficient access to care. The agent will be responsible for managing incoming calls, scheduling new patient evaluations, handling cancellations and reschedulings, answering basic insurance questions, processing online appointment requests, and routing clinical inquiries to the appropriate clinic. Maintaining accurate EMR information and adhering to scheduling protocols are key to supporting a positive patient experience.

Requirements

• High school diploma or equivalent
• Comfort using computer systems and scheduling software
• Professional, patient-centered attitude

Nice To Haves

• Customer service or medical scheduling experience preferred
• Strong communication and phone skills
• Ability to multitask in a fast-paced environment

Responsibilities

• Answer incoming calls and provide exceptional customer service
• Schedule new patient evaluations
• Manage cancellations, rescheduling, and basic insurance questions
• Call patients referred by physicians to schedule evaluations
• Process and return online appointment requests
• Route clinical questions or urgent matters to the correct clinic
• Maintain accurate information in the EMR and follow scheduling protocols
• Support a positive, efficient patient experience with every interaction

Benefits

• Supportive team environment
• Opportunities for growth
• Meaningful work helping patients access exceptional care

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED