Member Access Coordinator - Part-Time

Job ID and other metadata omitted for brevity.

About the role

The Member Access Coordinator will act as the liaison between the company and members, answering inbound calls with a focus on patient advocacy. The ideal candidate will prioritize customer satisfaction, resolve member inquiries, and ensure first-call resolution for issues related to sick visits, clinical questions, transportation, pharmacy, and scheduling.

Responsibilities

• Answer incoming calls promptly and professionally.
• Follow communication scripts and workflows for different locations and call types.
• Provide excellent customer service when engaging members and external sources.
• Identify member needs, clarify information, research issues, and provide solutions or alternatives.
• Ensure accuracy of patient demographic information in the practice management system.
• Schedule appointments based on member preference, office guidelines, provider requirements, diagnosis, insurance coverage, and individual needs for multi-disciplinary teams.
• Document, triage, and escalate calls according to standardized workflows.
• De-escalate situations involving dissatisfied customers, offering assistance and support.
• Coordinate with assigned clinical teams to promote member engagement and retention.
• Triage calls to the appropriate department.
• Demonstrate knowledge of insurance coverage, benefits, and general physician office procedures.
• Meet personal and team service level agreements (SLAs) and KPIs.
• Use the Practice Management System/EMR, Phone System, and Microsoft Word proficiently.
• Assist in coordination between internal departments and external agencies as needed.
• Schedule transportation for members following local market parameters.
• Document all interactions using the Five W’s (Who, What, When, Where, Why).
• Help train new employees.
• Maintain the security and privacy of all information owned by AbsoluteCare or maintained on behalf of patients, employees, and business partners.

Requirements

• High School diploma required.
• 2 years of experience in healthcare with an emphasis on inbound call center operations.
• Personal and professional passion for helping people in a diverse community.
• Strong listening and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to multitask, stay organized, and manage time effectively.
• Team and customer service-oriented mindset.
• Ability to handle high-volume calls under pressure.
• Computer proficiency.
• Bilingual preferred.
• Experience with eClinicalWorks EHR preferred.

Working Conditions

This is a remote role operating in a professional office environment. A stable network connection is required. The role involves remaining stationary for long periods and routinely using general office equipment such as computers, keyboards, phones, copiers, and fax machines.

Pay

$18 - $20 an hour (based on experience).

Schedule

Part-Time/Flexible, up to 20 hours weekly.