Patient Access Call Center Representative: CHN Hiring Remote

Clinical Health Network for Transformation (CHN), a collaboration between Planned Parenthood affiliates across the United States, is hiring Patient Access Call Center Representatives for 100% fully remote job opportunities earning $16.63-$24.94 per hour. This mission-driven position supports reproductive healthcare access by managing patient inquiries, scheduling appointments, verifying insurance, and ensuring seamless service delivery through the Patient Access Center. You’ll represent CHN to consumers in a friendly, positive, and effective manner while contributing to health equity and affordable care for all community members.

Working remotely from anywhere in the United States, you’ll field high volumes of patient contacts via phone and other channels, following established communication scripts while exercising judgment to meet individual patient needs. The role combines excellent customer service with healthcare administration knowledge, requiring proficiency with EHR systems, understanding of insurance verification processes, and commitment to HIPAA compliance. Your work directly impacts patient access to critical reproductive healthcare services including abortion care, making this more than just a job—it’s meaningful work that supports people during important healthcare decisions.

CHN provides company laptops, monitors, and headsets for your remote work setup, along with competitive benefits including health coverage starting on your hire date, retirement matching, and paid time off. If you’re passionate about healthcare access, committed to equity and inclusion, and skilled at managing complex patient interactions with compassion and efficiency, this opportunity offers both professional growth and the satisfaction of mission-driven work.

Key Responsibilities

Answering incoming calls professionally forms the foundation of your daily work. You’ll field a large volume of patient inquiries, seeking to assist each caller however possible while maintaining a positive, welcoming attitude throughout all interactions. Your approach must balance efficiency with compassion, recognizing that patients often call during stressful or vulnerable moments.

Registering new patients into the EHR system requires attention to detail and thorough data collection. You’ll gather complete and accurate patient information, input it into electronic health records, and ensure all required fields are properly documented before appointments occur.

Booking, canceling, and rescheduling appointments for reproductive healthcare—including abortion services—demands sensitivity alongside efficiency. You’ll navigate complex scheduling requirements, coordinate with multiple health centers across the network, and ensure patients receive timely appointments appropriate for their care needs.

Insurance information management keeps billing processes running smoothly. You’ll input and update insurance details, verify coverage through real-time eligibility systems, and help patients understand their benefits and potential costs before services are rendered. Screening patients for financial support and identifying alternate funding sources ensures cost doesn’t prevent access to necessary care.

Relaying patient communications to providers maintains care continuity. You’ll transfer important messages, questions, or concerns from patients to appropriate clinical staff, ensuring nothing falls through communication gaps that could affect treatment outcomes.

Providing pre-visit instructions prepares patients for successful appointments. You’ll communicate what to expect, what to bring, and any preparation required, reducing no-shows and ensuring efficient use of appointment time.

Using EHR systems effectively guides patient care decisions. Your navigation of electronic health records helps identify patient history, track appointment patterns, and coordinate care across multiple encounters or providers within the network.

Contacting patients to notify them of canceled or rescheduled visits demonstrates proactive communication that respects patient time and maintains positive relationships despite scheduling disruptions.

Training, supporting, and mentoring colleagues contributes to team development. As you gain expertise, you’ll share knowledge with newer team members, strengthening overall call center capabilities.

Working with supervisors to achieve performance metrics ensures you meet established standards for patient experience, quality, productivity, and other key performance indicators that drive organizational success.

Participating in ongoing training and quality assurance exercises maintains skill development and service excellence throughout your tenure. You’ll continually refine your approach based on feedback and evolving best practices.

Required Qualifications

A high school diploma or equivalent experience forms the minimum educational requirement. This baseline ensures you have foundational communication and learning capabilities necessary for the role’s complexity.

Strong phone and verbal communication skills along with active listening abilities are essential. You must articulate clearly, understand patient needs through careful listening, and adapt your communication style to diverse personality types and situations.

Customer focus and adaptability to different personality types enable you to serve varied patient populations effectively. Healthcare attracts people from all backgrounds with different communication preferences, stress levels, and needs.

Ability to multi-task, set priorities, and manage time effectively keeps you productive amid competing demands. Call centers operate at fast pace with multiple systems, inquiries, and tasks requiring simultaneous attention without sacrificing quality.

Flexibility to work evenings and weekends is mandatory. The position requires availability Monday through Saturday between 8 AM and 7 PM Eastern Time for 37.5 hours weekly, with additional hours as needed. Healthcare operates beyond traditional business hours, requiring schedule flexibility.

English language proficiency ensures clear communication with the majority of patients and colleagues. Your written and verbal English must support professional healthcare communication.

Demonstrated dedication to Planned Parenthood’s mission, vision, and values is required. This isn’t just administrative work—it’s mission-driven healthcare support requiring genuine commitment to reproductive rights and healthcare access.

Commitment to advancing racial equity in your work reflects CHN’s organizational values. You must be interested in understanding how racial inequity affects healthcare systems and willing to contribute to more equitable practices.

Awareness of multiple group identities and their dynamics requires self-awareness about personal identity combined with empathy and humility in interpersonal interactions. Healthcare serves diverse populations demanding cultural competence.

Strong sense of accountability to equitable practices means taking responsibility for ensuring your work promotes rather than hinders health equity, particularly for marginalized communities facing barriers to care.

Preferred Qualifications

One year of experience in contact centers, patient access, admissions, hospital business offices, physician practices, or equivalent customer service experience accelerates your learning curve and demonstrates relevant background.

Familiarity with call center systems and practices means you understand metrics, workflows, and technologies common to high-volume customer service environments.

An Associate degree or equivalent experience provides additional educational foundation that may improve performance in complex healthcare administration tasks.

Secondary language proficiency—particularly Spanish—greatly expands your ability to serve diverse patient populations and makes you more valuable to the organization.

Compensation and Benefits

Hourly compensation ranges from $16.63 to $24.94, with actual salary varying based on education, training, experience, professional achievement, and business need. This range reflects CHN’s commitment to fair and equitable pay practices.

Health care coverage including medical, dental, and vision insurance begins on your date of hire for full-time regular employees. This immediate benefit access demonstrates CHN’s investment in employee wellbeing.

Flexible Spending Accounts and Health Savings Account options provide tax-advantaged ways to manage healthcare expenses beyond insurance coverage.

Short-term disability and basic life and accidental death and dismemberment insurance provided by CHN protect you financially during unexpected health events.

Voluntary elections for long-term disability and additional life and AD&D insurance allow you to customize coverage based on personal circumstances at your cost.

Employee Assistance Program provides confidential support for personal challenges, mental health concerns, or life stressors affecting your wellbeing or job performance.

Retirement plan with three percent employer match after one year of service helps you build long-term financial security. CHN invests in your future alongside your own contributions.

Paid Time Off Program includes accrual-based PTO, Health Time Off, and nine paid holidays, supporting work-life balance and personal wellbeing.

Company-provided equipment including laptop, monitor, and headset ensures you have necessary tools for effective remote work without personal expense.

Work Environment and Requirements

The position operates 100% fully remote anywhere in the United States, eliminating commuting time and costs while allowing you to create your ideal home office environment. However, you must have a dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and providing exceptional customer service.

Your workspace must support professional interactions without background noise or interruptions that compromise patient privacy or service quality. Working with protected health information requires secure, private environments that meet healthcare compliance standards.

Schedule availability Monday through Saturday between 8 AM and 7 PM Eastern Time for 37.5 hours weekly with additional hours as needed means your personal schedule must accommodate rotating shifts that may include evenings and weekends regularly.

About Clinical Health Network for Transformation

Clinical Health Network for Transformation represents a collaboration between Planned Parenthood affiliates across the United States, working together to support the mission and promise of bringing high-quality, affordable care to every community member. CHN’s vision emphasizes health equity, particularly centering racial equity in all operations.

As part of the Planned Parenthood network, CHN provides comprehensive reproductive healthcare including contraception, STI testing and treatment, cancer screenings, and abortion services. The organization operates with commitment to serving all people regardless of ability to pay, insurance status, or other barriers that traditionally limit healthcare access.

CHN’s organizational culture emphasizes the “In This Together” service ethos, workplace values focused on inclusion and equity, and service standards that prioritize patient dignity and respect. The organization actively works to dismantle structural racism within healthcare systems and create environments where diverse identities are celebrated and supported.

As an equal employment opportunity employer, CHN complies with all applicable discrimination laws and strongly encourages applications from members of all racial and ethnic groups and the LGBTQIA+ community, recognizing that diverse teams better serve diverse patient populations.

The Patient Access Representative Role in Today’s Remote Work Market

Patient access and call center roles in healthcare have successfully transitioned to remote work arrangements, with technology enabling effective patient service from distributed teams. The demand for skilled patient access professionals remains strong as healthcare organizations recognize that excellent patient experience begins with first contact—whether scheduling appointments, verifying insurance, or answering questions. Remote work has expanded healthcare organizations’ talent pools beyond traditional geographic constraints while reducing facility costs. The COVID-19 pandemic accelerated this transition, proving that patient access functions operate effectively remotely when proper systems and training support remote teams.

Compensation for remote patient access representatives typically ranges from $15-23 per hour, with variations based on experience, healthcare setting, and geographic market. Reproductive healthcare and specialized medical settings often pay competitively to attract skilled professionals comfortable with sensitive patient interactions. Career progression frequently leads to senior patient access roles, training and quality assurance positions, or patient access management. The skills developed—healthcare administration knowledge, insurance understanding, EHR proficiency, empathetic communication—transfer well across healthcare specialties and create strong foundations for various trajectories within medical administration, patient advocacy, or healthcare operations.

Insider Tips for Applicants

Demonstrate Your Commitment to Reproductive Healthcare and Equity

This isn’t generic healthcare administration—it’s mission-driven work supporting reproductive rights and healthcare access, including abortion services. Your application must convey genuine commitment to Planned Parenthood’s mission beyond just wanting any healthcare job. Discuss your values regarding reproductive autonomy, healthcare as a human right, or personal connections to reproductive healthcare access. Address your understanding of health equity issues, particularly how race, income, and geography affect healthcare access. If you have volunteer experience with reproductive rights organizations, healthcare advocacy, or equity-focused work, prominently feature this background. CHN explicitly seeks people dedicated to advancing health equity and racial justice, so candidates who view this as “just a job” rather than meaningful work may not align with organizational culture.

Highlight Your Healthcare Experience and Insurance Knowledge

While not required, experience in patient access, contact centers, or healthcare settings significantly strengthens your application. Detail any exposure to EHR systems, insurance verification processes, medical terminology, or HIPAA compliance from previous roles. If you’ve worked in hospital business offices, physician practices, or medical call centers, emphasize this specialized background. Describe situations where you’ve navigated complex insurance issues, helped patients understand benefits, or coordinated care across multiple providers. Even non-healthcare customer service experience becomes more compelling when you connect it to skills transferable to patient access—managing high call volumes, de-escalating stressed customers, maintaining detailed documentation, or balancing empathy with efficiency. The preferred qualifications mention one year of relevant experience, so candidates with this background likely have advantages in selection.

Address Your Remote Work Capabilities and Technical Comfort

This role requires managing complex workflows across multiple systems while conducting patient conversations—all remotely without in-person supervision or immediate technical support. Emphasize your comfort with technology, ability to learn new software systems quickly, and experience working independently in remote environments. Describe your home office setup, your strategies for maintaining focus and productivity during long shifts, and your approach to troubleshooting technical issues independently. If you have experience with multi-tasking across digital platforms, navigating database systems efficiently, or maintaining quality documentation while conducting conversations, provide specific examples. Also address your schedule flexibility for evening and weekend work, as this requirement may screen out candidates with inflexible personal commitments. Demonstrating you have reliable internet, appropriate workspace meeting HIPAA standards, and self-management skills needed for remote success addresses potential concerns about remote employee effectiveness.

Frequently Asked Questions

What does CHN mean by commitment to racial equity and health equity?

CHN explicitly seeks candidates committed to advancing racial equity and understanding how structural racism affects healthcare systems. This means more than just treating all patients nicely—it requires awareness that healthcare systems historically and currently disadvantage certain communities, willingness to learn about these dynamics, and commitment to working against inequitable practices. During interviews, expect questions about your understanding of health disparities, your approach to serving diverse populations, and your interest in contributing to more equitable healthcare delivery. This isn’t about having all the answers but demonstrating genuine interest in learning and accountability to equitable practices. If discussions about race, equity, and social justice make you uncomfortable or you view them as “political” rather than essential to quality healthcare, this may not be the right cultural fit for you.

How does CHN handle sensitive patient interactions, particularly around abortion services?

As a Patient Access Representative, you’ll schedule appointments for abortion services alongside other reproductive healthcare. This requires comfort discussing abortion matter-of-factly, without judgment, as routine medical care. You’ll encounter patients in various emotional states—some confident in their decisions, others stressed or uncertain. Your role involves providing factual information, logistical support, and compassionate service without inserting personal beliefs into patient interactions. During the interview process, expect discussion about your comfort level with abortion care and your ability to serve all patients respectfully regardless of their healthcare choices. If you have personal objections to abortion or reproductive healthcare services Planned Parenthood provides, this position likely isn’t appropriate as you’d be directly facilitating access to these services daily. CHN needs representatives who support patients’ reproductive autonomy unconditionally.

What are realistic expectations for work schedule flexibility?

The position requires availability Monday through Saturday between 8 AM and 7 PM Eastern Time for 37.5 hours weekly, with additional hours as needed. This doesn’t mean you work all these hours—rather, your shifts will fall within this window and may include evenings and weekends regularly. Healthcare call centers must maintain coverage during extended hours when patients can access services, requiring rotating schedules that may change periodically. During the interview, ask specifically about typical shift patterns, how much advance notice you receive for schedule changes, whether you have input on preferred shifts, and how often weekend work is required. Also clarify what “additional hours as needed” means in practice—occasional overtime during busy periods or regular expectation of overtime. Understanding schedule realities helps you assess whether this position’s time demands are compatible with your personal life and commitments outside work.