Patient Access Agent – Centralized Call Center

Position Type: Full-Time or Part-Time

Location: On-Site (In-Clinic Support Hub)

Reports To: Business Office Manager

The Center for Physical Rehabilitation specializes in all-inclusive therapy services in a friendly, compassionate, and upbeat atmosphere. Our state-of-the-art facilities are located throughout greater Grand Rapids with extended hours. Independent with local ownership since 1994, we can work with the most qualified healthcare professionals in West Michigan. Our goal is to get our patients back to life without limits.

Join our friendly, family-oriented team!

We are looking for a friendly, organized, and customer-focused Patient Access Agent to join our centralized call center team supporting 12 outpatient physical therapy clinics. This role is the first point of contact for our patients and referral partners, helping individuals access the care they need quickly and efficiently.

• Answer incoming calls and provide exceptional customer service
• Schedule new patient evaluations
• Manage cancellations, rescheduling, and basic insurance questions
• Call patients referred by physicians to schedule evaluations
• Process and return online appointment requests
• Route clinical questions or urgent matters to the correct clinic
• Maintain accurate information in the EMR and follow scheduling protocols
• Support a positive, efficient patient experience with every interaction

• High school diploma or equivalent
• Customer service or medical scheduling experience preferred
• Strong communication and phone skills
• Ability to multitask in a fast-paced environment
• Comfort using computer systems and scheduling software
• Professional, patient-centered attitude

What We Offer:

• Supportive team environment
• Opportunities for growth
• Meaningful work helping patients access exceptional care