Job Description

Key Responsibilities

Patient Scheduling & Intake

• Schedule patient appointments directly in EPIC (OCHIN) following established templates, routing rules, provider schedules, and clinical restrictions.
• Complete full patient intake, including validation of demographics, PCP/IPA assignment, and referral requirements.
• Follow appointment scheduling workflows, including specialty-specific requirements and visit-type rules.

Insurance Eligibility & Coverage Verification

• Verify patient insurance eligibility, coverage details, and plan requirements at the time of the call using approved systems and EPIC tools.
• Confirm PCP assignments, IPA affiliations, and authorization needs based on payer rules.
• Follow all eligibility verification workflows to ensure accurate and compliant patient scheduling.

Call Handling & Customer Support

• Handle high‑volume inbound calls; outbound and conference calls may also be required.
• Meet and maintain performance metrics including:
  • 100+ calls per day (inbound, outbound, and conference combined).
  • Average Handle Time (AHT): 5 minutes.
• Use approved scripts, call flows, and routing protocols to ensure consistent and compliant patient interactions.
• Provide clear, courteous, and professional communication throughout every patient engagement.

Documentation & Chart Completion

• Document call details, actions taken, and patient interactions accurately in EPIC.
• Ensure complete chart closure and proper handoff to downstream teams.
• Maintain accuracy and completeness of patient records in compliance with organizational policies.

Compliance, Security & Training

• Maintain strict adherence to HIPAA, data privacy standards, and role-based system access rules.
• Participate in all required training, including EMR proficiency, eligibility workflows, call handling, and compliance modules.
• Follow internal quality, security, and regulatory policies at all times.

Required Skills & Qualifications

Experience

• Required Hands-on experience using EPIC (preferably OCHIN environment).
• Required Previous experience in patient scheduling, medical call center operations, or clinical front office support.
• Required Inbound call experience in a high-volume environment.
• Experience with insurance eligibility, medical terminology, and payer workflow processes is preferred.

Skills

• Strong navigation and multitasking skills within EMR and payer systems.
• Excellent critical thinking and analytical skills for interpreting eligibility details and resolving scheduling challenges.
• Strong verbal communication and service‑oriented professionalism.
• Ability to follow structured workflows, scripting, and routing requirements with accuracy.
• Fast learner with strong attention to detail, reliability, and follow‑through.

Other Requirements

• Ability to work in an onsite set‑up as required by business operations.

Ability to maintain productivity and quality in a fast‑paced, high-volume patient access environment.

Language Skills 

Must be able to communicate effectively in English.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.