Patient Access Specialist

Job Overview

The Patient Access Specialist serves as the primary point of contact for patients via telephone and plays a critical role in creating a positive first impression of the practice. This position is responsible for managing high call volumes, scheduling appointments, and addressing patient inquiries with professionalism and efficiency. While primarily phone-based, the Patient Access Specialist is cross-trained in all front desk functions to support overall patient flow and operational needs. A successful candidate will be detail-oriented, friendly, and capable of multitasking in a fast-paced medical environment. Prior experience in healthcare—particularly in ophthalmology—is preferred but not required.

While this position is located in Albany, this role is expected to be able to provide coverage at our other office locations if needed.

Key Responsibilities:

Phone & Patient Communication

• Answer incoming calls in a timely, courteous, and professional manner, identify and prioritize emergencies, and return voicemails in a timely manner.
• Respond to patient inquiries regarding appointments, billing, and procedures with a high level of customer service and professionalism.
• Provide general information regarding services, providers, office policies, and appointment preparation
• Triage calls appropriately and route tasks to clinical or administrative staff as needed
• Maintain a high call-answering rate and reach out to waitlisted patients to fill open appointment slots.
• Schedule, reschedule, and cancel patient appointments accurately
• Schedule appointments for referred patients and coordinate details with the referring office, utilizing the referral spreadsheet
• Accurately enter patient information into the EHR and scheduling systems; review and update patient charts
• Complete appointment confirmation calls and follow-up communications.
• Handle patient concerns with empathy and escalate when appropriate

Front Desk Support

• Greet and check in patients in a professional and welcoming manner; ensure patient tracking in waiting areas.
• Collect complete patient demographics at time of booking and verify information during check-in.
• Verify insurance coverage and obtain prior authorizations or referrals as needed.
• Coordinate with clinical staff to ensure smooth patient flow and minimize wait times.
• Prepare, scan, and upload medical documents; manage documentation and scanning tasks.
• Maintain a clean, organized, and sanitized front desk and waiting area, including end-of-day cleaning duties.
• Follow HIPAA guidelines and uphold patient confidentiality at all times.

Qualifications:

• High school diploma or equivalent
• Excellent interpersonal, verbal, and written communication skills
• Ability to manage multiple tasks efficiently and accurately
• Experience in customer service, over the phone or in-person
• Previous experience in a medical setting (ophthalmology experience is a plus)
• Proficiency with EHR systems (experience with ModMed is a plus)
• Knowledge of medical terminology, especially related to eye care
• Bilingual skills (Spanish or other languages)
• Flexibility in work location with the ability to travel to each of our office locations (Albany, Clifton Park & Troy) during the work day