Patient Access Coordinator

This is a fully remote position, open to applicants in Arizona, +10 more states.

📋 Description

• Act as the main contact for incoming calls

• Achieve targets for call answer rates and service levels

• Notify the Shared Services Manager of any volume or staffing concerns

• Evaluate the needs of callers and direct or warm-transfer them to the correct department

• Recognize clinical trigger words and escalate to triage as per established protocol

• Calm distressed or upset callers, involving a supervisor or clinician when necessary

• Manage direct referrals from providers, hospitals, facilities, and community partners from start to finish

• Conduct intake for direct referrals, including pre-admission assessments, scheduling assistance, and documentation

• Transfer thoroughly prepared referrals to EMA for direct outreach

• Accurately document call and intake information in real-time

• Maintain databases, logs, census sheets, and contact lists

• Handle voicemails, callback queues, and after-hours messages within set timeframes

• Meet targets for call handling and referral preparation

• Adhere to scripts and quality standards

• Engage in coaching, team meetings, and huddles

• Uphold strict HIPAA compliance

• Perform additional duties as assigned

⛳️ Requirements

• Associate degree or training in medical/business office preferred

• Over 2 years of experience in a high call volume environment, such as call center, medical front office, patient access, or intake/admissions

• Experience in healthcare is mandatory

• Preferred experience in palliative care, home health, hospice, discharge planning, or safety-net hospital settings

• Demonstrated skills in de-escalating situations with distressed or grieving callers

• Ability to identify clinical trigger words after training; no license is necessary

• Clinical fluency from training or experience working with social workers, registered nurses, medical assistants, chaplains, or scribes is advantageous

• Strong ability to multitask across phone calls, documentation, and various systems

• Dependable attendance record

• Proficient in Google Workspace, Salesforce, telephony, and EHR systems

• Cultural competency and understanding of HIPAA regulations

• Capability to manage challenging discussions related to serious illness, grief, and/or end-of-life care

• Availability to work Monday to Friday from 8:30 a.m. to 5 p.m. EST, with occasional evening and weekend shifts

• Bilingual in English and Spanish is required

• Must reside in California, Arizona, Colorado, Florida, Georgia, Illinois, Nevada, North Carolina, Oregon, Texas, Utah, or Washington

• Legal authorization to work in the United States is required

• Background check is mandatory before employment

• Verification of identity and work eligibility using E-Verify upon hiring

• Employees in patient-, client-, or customer-facing positions must be vaccinated against influenza

🏝️ Benefits

• Medical, dental, and vision insurance

• Income protection benefits

• Flexible paid time off (PTO)

• Company holidays

• 401(k) retirement plan

• Access to various wellness benefits

• Mileage reimbursement for field roles, in accordance with IRS guidelines

• Background screening may include drug testing or other health screenings depending on the position

• Influenza vaccination is required for roles that interact with patients, clients, or customers

• Requests for religious or medical accommodations regarding the vaccination requirement will be considered

• Occasional travel for training or company events may be necessary