Patient Access Representative

BHG Careers•Dallas, TX

8d•Hybrid

About The Position

The Patient Access Representative I serves as an initial point of contact for patients, prospective patients, family members, providers, courts, and other facilities seeking information about BHG treatment services. The role provides compassionate, accurate, and timely support by answering inquiries, explaining treatment programs, coordinating appointments, and helping patients navigate the first steps in accessing care. The position requires strong communication skills, empathy, sound judgment, and working knowledge of BHG’s regulatory requirements. This is a foundational role in the Patient Access Representative career path. After training, team members are expected to independently manage standard patient access interactions, follow established processes, accurately document activity, meet performance expectations, and escalate complex or non-routine situations appropriately. The role has a hybrid schedule with one day per week onsite and requires a fully onsite two-week training period. Flexible availability is required because the call center operates 24/7.

Requirements

High school diploma or GED.
At least two years of experience in a contact center, patient access, patient scheduling, healthcare, behavioral health, or another relevant customer service environment.
Comply with applicable federal and state requirements regarding certification, licensure, and degree.
Strong interpersonal, oral, and written communication skills.
Excellent decision-making and problem-solving skills.
Accuracy and attention to detail.
Problem analysis, assessment, and appropriate escalation skills.
Time-management skills.
Ability to make decisions and use sound judgment with confidential and sensitive issues.
Ability to react quickly and make effective decisions.
Basic computer and word-processing skills.
Basic knowledge and skill in using typical office equipment, telephone systems, computer applications, and other technology required for the role.
Ability to communicate effectively by phone or in person at normal volumes.
Vision adequate to read correspondence, computer screens, and forms.
Ability to sit for long periods and perform some bending, stooping, and stretching.
Ability to keyboard for long periods.
Ability to work with variable workloads and periodic high stress and activity levels.

Nice To Haves

Strong understanding of addiction, commonly abused substances, and their classification.
Demonstrated success in a professional clinical, medical, behavioral health, or other healthcare environment.
Highly motivated self-starter and fast learner.
Commitment to delivering a high-quality patient and team experience.
High integrity, efficiency, and self-direction.

Responsibilities

Maintain prompt and regular attendance, adhere to the assigned work schedule, and reliably report to the assigned work location.
Meet established patient access performance measures, including calls answered, quality, schedule adherence, and appointments scheduled.
Handle inbound and outbound contacts professionally and compassionately.
Develop and maintain knowledge of BHG treatment programs and explain available services and next steps to patients and family members.
Coordinate with treatment center staff to schedule appointments as quickly and appropriately as possible.
Address routine patient questions and concerns within established guidelines and escalate complex or unresolved matters.
Identify and promptly escalate issues to supervisors.
Provide complete and accurate information about BHG treatment programs and services.
Research information for patients within the scope of the role.
Route calls and inquiries to the appropriate staff or department.
Document patient interactions according to established procedures and guidelines.
Recognize and document trends in patient requests, inquiries, or concerns and alert supervisors as appropriate.
Follow up with patients in a timely manner when necessary.
Complete required call logs, documentation, and reports.
Maintain a basic understanding of substance use disorders and addiction.
Comply with federal, state, local, and accrediting agency requirements.
Demonstrate hope, respect, and care in interactions with patients and fellow team members, and maintain positive workplace relationships.
Work independently and under pressure while navigating multiple systems and handling multiple tasks.
Use sound judgment with confidential and sensitive issues and seek supervisor direction when necessary.
Participate in and provide in-service training as required, and attend conferences, meetings, and training programs as directed.