Patient Access Coordinator

Join the dynamic journey at the company, where we're passionate about transforming care for individuals with complex needs.

We’re more than just a team; we're a close-knit community. Our shared commitment to caring for each other and those we serve is what sets us apart. Guided by our unwavering core values: Excellence, Compassion, Curiosity, and Integrity, we forge paths of success together. Join us in this transformative movement where you can contribute to making a profound difference every day.

At the company, our mission is to provide comprehensive care for more quality days at home.

About the job

The Patient Access Coordinator is the company's front line — often the first voice a patient, family member, provider, or health plan hears. This role owns every inbound call and, separately, owns direct referrals end to end (from providers, hospitals, facilities, and community partners) through intake and prep, then hands the fully prepped referral to EMA for direct outreach. MIF list referrals are out of scope for this role. The ideal candidate is warm and calm under pressure, catches clinical red flags, and keeps calls and referrals moving without anything falling through the cracks.

At this time we are only considering applicants in the following states with a strong preference for those EST based: California, Arizona, Colorado, Florida, Georgia, Illinois, Nevada, North Carolina, Oregon, Texas, Utah and Washington.

What you'll do

• Serve as the primary point of contact for inbound calls, meeting call answer rate and service level targets, and flagging volume or staffing risks to the Shared Services Manager.

• Assess each caller's need and route or warm-transfer to the right department the first time; identify clinical trigger words and escalate to triage immediately per protocol.

• De-escalate distressed or upset callers, and know when to involve a supervisor or clinician.

• Own direct referrals end to end (providers, hospitals, facilities, community partners); MIF list referrals are out of scope.

• Complete intake for each direct referral — pre-admission assessment, scheduling support, and documentation — then hand off the fully prepped referral to EMA for direct outreach.

• Document call and intake details accurately in real time; maintain databases, logs, census sheets, and contact lists.

• Manage voicemails, callback queues, and after-hours messages within established timeframes.

• Meet call handling and referral prep targets; follow scripts and quality standards; participate in coaching, team meetings, and huddles.

• Maintain strict HIPAA compliance, and perform other duties as assigned.

Your experience and qualifications

• Associate degree or medical/business office training highly preferred.

• 2+ years in a high call volume role (i.e call center, medical front office, patient access, and/or or intake/admissions).

• Healthcare experience required. Experience in palliative care, home health, hospice, discharge planning, or safety-net hospital settings, highly preferred.

• Proven de-escalation skills with distressed or grieving callers, and the judgment to know what to escalate.

• Ability to recognize clinical trigger words after training (no license required); clinical fluency from training or experience alongside SWs, RNs, MAs, chaplains, or scribes a plus.

• Strong multitasker across phone, documentation, and multiple systems; reliable attendance; comfortable with Google Workspace, Salesforce, telephony, and EHR systems.

• Cultural competency and working knowledge of HIPAA, with the ability to manage difficult conversations involving serious illness, grief, and/or end of life care.

• Willing and able to work Monday-Friday 8:30-5pm EST with occasional evenings/weekends.

• Bilingual (English/Spanish) required.

ADDITIONAL INFORMATION

• The hiring process for this role may consist of applying, followed by a phone screen, online assessment(s), interview(s), an offer, and background/reference checks.

• Background Screening: A background check, which may include a drug test or other health screenings depending on the role, will be required prior to employment.

• Job Description Scope: This job description is not exhaustive and may include additional activities, duties, and responsibilities not listed herein.

• Vaccination Requirement: Employees in patient, client, or customer-facing roles must be vaccinated against influenza. Requests for religious or medical accommodations will be considered but may not always be approved.

• Employment Eligibility: Compliance with federal law requires identity and work eligibility verification using E-Verify upon hire.

• Equal Opportunity Employer: At the company Inc., we embrace diversity and are committed to fostering an inclusive workplace. We value all applicants regardless of race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other protected group under federal, state, or local law.

• Environmental Conditions and Physical Requirements: Works with the company patients/clients remotely and/or in-person. Successfully performs the essential duties and responsibilities of the position through the use of physical activities as described below:

• Regularly requires sitting, standing, walking, talking, use of hands, listening, and observing.

• Regularly requires working at a computer for an entire shift (with appropriate breaks).

• Regularly requires use of laptop and video-conferencing technology.

• Occasionally requires reaching, stooping, bending, kneeling, and lifting items weighing 25 pounds or less.

• Occasional travel may be required to perform job duties, attend training, or company events.