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Access Coordinator Level 1



Locations: Knoxville & Talbott, TN

SUMMARY:  Provides patient assistance to accessing services by handling incoming and outgoing phone calls in a high-volume call center setting.  This will include utilizing professional customer service skills to greet patients, triaging patient requests to identify need and coordinating appropriate and timely appointments to services.

RESPONSIBILITIES Include the following:

The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

  • Primary responsibility is to assist patients in accessing care.
  • Utilizes professional customer service skills to process incoming phone calls, evaluating patient healthcare needs and directing patient requests to the most appropriate individual or department.
  • Clearly communicates patient requests to appropriate providers and clinic staff via use of electronic tasking and voice messaging systems.
  • Accurately collects and enters all patient demographics including contact information, address, and required UDS demographics into electronic practice management system.
  • Obtains patient insurance information and verifies eligibility utilizing RTS
  • Completes initial pre-screening tool within the electronic health record for all new patients
  • Performs scheduling and/or rescheduling of appointments for both new and existing patients across multiple service lines
  • Receives and responds to appointment requests submitted via Patient Portal
  • Processes clinical change requests, scheduling patients who are transferring service between CHS clinics and providers.
  • Informs patients of eligibility qualifications and required documentation needed for application of the sliding fee discount, Behavioral Health Safety Net, and other applicable financial programs.
  • Advises patient of pertinent clinic programs based on their identified healthcare needs.
  • Provides patients with information regarding social service agencies.
  • Educates patients on clinic policies as appropriate.
  • Other duties as assigned.


  • Adhere to dress code, appearance is neat and clean.
  • Complete annual education requirements.
  • Always maintain patient and employee confidentiality.
  • Report to work on time and as scheduled. Consistent and regular attendance is an essential function of this position.
  • Wear identification while on duty.
  • Maintain regulatory requirements, including all state, federal and local regulations.
  • Always represent the organization in a positive and professional manner.
  • Comply with all organizational policies and standards regarding ethical business practices.
  • Participate in performance improvement and continuous quality improvement activities.
  • Attend regular staff meetings as needed.


Education & Experience:  

High School Diploma or equivalent required; one-year certificate from college or technical training program for medical office procedures preferred; 3 to 6 months related experience and/or training preferred; or equivalent combination of education and experienced.

Must possess the ability to communicate verbally and non-verbally with clients, coworkers, and members of management. Excellent professional customer service skills required.

Knowledge, Skills, Abilities:

Bilingual-Spanish speaking is preferred, but not required.

Knowledge of Word Processing software and Electronic Medical Records software. Knowledge of common policies and procedures needed to perform the job, including general office or call center functions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The position requires mobility. While performing the duties of this job, the employee is regularly required to use hands to fingers, handle, feel, talk, and hear. The employee is regularly required to walk, sit, stand, kneel, stoop communicate, reach, and manipulate objects. The employee must lift and/or move materials up to 10 pounds on regular basis; lift and/or move up to 50 pounds on an occasional. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. Manual dexterity and coordination are required while operating equipment such as computer keyboard, calculator, and standard office equipment.

Working conditions:

The work environment characteristic described here are representative of those an employee encounters while performing the essential job functions of this job. Usual office working conditions: noise level in the work area is typical of most office environments with telephones, personal interruptions, background noises.

This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

Cherokee Health Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or genetics.

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