Access Operations Agent (Call Center)

Newark, California | Contract | $26.00 - $27.00

July 1, 2024   |   Job ID: 2183155

Job Summary

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Access Operations Agent (Call Center)

You are an experienced Call Center Agent who handles a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple departments/clinics. The Access Operations Contact Center staff is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquires.

This position pays: $27 per hour

What you will be doing:

  • Responds to a high-volume of incoming and outgoing telephone calls and faxed referral
  • Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.
  • Facilitates communication between the patient and the physician or clinic
  • Delivers expert knowledge regarding clinic-specific processes
  • Accurately documents and routes calls to the proper department
  • Identifies urgent customer needs or operational issues, and escalates appropriately
  • Works with care teams, patients, and outside facilities to obtain necessary information required for care.
  • Communicates with the care team and support staff on various patient issues.
  • Obtains and updates insurance information.
  • Meets all regulatory and compliance standards
  • Delivers high-level of customer service
  • Follows documented protocols and guidelines
  • Meets and exceeds departmental quality assurance standards
  • Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
  • Uses functionality of the telephone system as required


What you bring:

  • High School Diploma or GED equivalent
  • One (1) year of progressively responsible customer service experience, preferably in a healthcare setting or contact center environment
  • Type 40 words per minute
  • Excellent customer service skills
  • Knowledge of medical terminology
  • Demonstrated knowledge of proper English grammar in speaking and writing
  • Effectively listen to resolve patient’s/customers inquiries
  • Maintain respect and composure in stressful situations
  • Navigate complex software tools and accurately input data
  • Effectively document caller notes into the medical record
  • Ability to adjust communication to fit the needs and level of understanding of the receiver
  • Ability to apply business logic to resolve patient/customer issues while managing multiple priorities.
  • Working knowledge of EPIC or other patient/customer database
  • Ability to apply C-I-CARE to work


For over 50 years, Nelson Connects has empowered employers and job seekers to achieve their unique versions of success. Our commitment to excellence, integrity, compassion, and innovation has made us a trusted partner in connecting jobs, people, and communities. The remarkably talented and dedicated people of Nelson Connects are building on the rich history of this company to define the future of our industry, and we can’t wait to work with you.

We are Nelson Connects, and our purpose is your success.

To learn more about the workplace culture and the position, please apply!




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About Us

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If You’re Looking For A New Opportunity, The Recruiting And Staffing Experts At Nelson Connects Can Help. We Work With Companies Of All Types And Sizes Across All Industries. We Help People Like You Find Exciting Roles With Employers Ranging From Fortune 100, Government, And Nonprofit Organizations To Local Businesses, Industry Leaders, And The Most Agile Start-Ups. The Candidates We Work With Appreciate Our Responsive Approach, Genuine Relationships, And Exceptional Service. With A Commitment To Transparency, Authenticity, And Credibility, We Look Forward To Our Jobs Every Day, And We’re Excited To Help You Find The Job You’ve Been Looking For.

Pay Transparency: Nelson Connects Provides Pay Transparency By Placing Salary Ranges In All Job Postings In Accordance With State And Local Regulations. We Are Committed To Communicating Pay Clearly Throughout The Employment Process.

California Fair Chance Act And Beyond: Qualified Applicants With Criminal Histories Will Be Considered For Employment In Accordance With Applicable Regulations. We Will Consider Qualified Applicants For Employment, Including Those With Criminal Histories, In A Manner Consistent With The Requirements Of Applicable State And Local Laws, Including The City Of Los Angeles’ Fair Chance Initiative For Hiring Ordinance, San Francisco Fair Chance Ordinance, And CA Fair Chance Act.

Temporary Associate Benefits Offered: Weekly Benefits Offered Include Medical, Dental, Vision, HSA, EAP, Life/AD&D, STD, Commuter FSA, + State Mandated Benefits.

EEO Statement: Nelson Connects is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other classification protected by law.

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