Patient Access Coordinator, Flex

At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study.

About the role

The Patient Access Coordinator plays an important role in delivering a positive and supportive first experience for patients engaging with Carrum Health. PAC’s focuses on learning core workflows, building strong patient communication skills, and consistently meeting established service standards while supporting patients through foundational access and intake needs.

Responsibilities

• Provide high-quality patient support through phone and digital channels by following established scripts, workflows, and service standards.
• Guide patients through basic registration, eligibility questions, FAQs, and next steps with empathy and clarity.
• Learn and apply foundational knowledge of medical terminology, insurance basics, and HIPAA compliance.
• Accurately document patient interactions and complete required follow-up tasks within defined SLAs.
• Build confidence handling routine patient questions and requests while knowing when to escalate appropriately.
• Develop your skills through coaching, feedback, and hands-on experience in a fast-paced care environment.
• Handle inbound and outbound patient communications (approximately 100-125 calls per week) across a broader range of access and intake scenarios.
• Drive KPI Performance: Track, analyze, and consistently deliver against key performance indicators (KPIs) and operational metrics tied to team and business goals.
• Follow standard scripts, workflows, and escalation paths to ensure accurate and consistent patient support.
• Meet performance expectations related to call handling, responsiveness, documentation, and quality.
• Accurately document all patient interactions in the Care App and supporting systems.
• Escalate complex or sensitive issues to senior team members or leadership as appropriate.
• Participate fully in onboarding, training, and ongoing learning opportunities.

Requirements

• High School Diploma or General Education Degree (GED) required; college education preferred.
• Spanish speaking preferred.
• Eager to learn and motivated to build a career in patient services or healthcare operations.
• Demonstrate strong customer service instincts, empathy, and professionalism.
• Dependable, organized, and able to follow established processes consistently.
• Comfortable learning new tools and technology and asking questions when support is needed.
• Value teamwork and contribute positively to a collaborative environment.
• Handle confidential information responsibly and follow compliance requirements.

Benefits

• Full benefits and overtime eligibility.
• Stock option plan.
• Flexible schedules and remote work.
• Chicago and San Francisco offices available.
• Self-managed vacation days, within reason.
• Paid parental leave.
• Health, vision, and dental insurance.
• 401K retirement plan.
• Active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs).

Pay

The hourly rate for this role is $20.

Schedule

This is a flex role, typically working between 32-40 hours/week with opt-in overtime.

About Carrum

We’re a health tech company that brings value-based care to the masses. We help employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes and achieve this through the power of technology and human-centered design. Since launching in 2014, we’ve partnered with Fortune 500 employers and top hospitals across the nation. We’ve been recognized by Harvard Business School and featured in TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe we’re only scratching the surface of our opportunity and we’re looking for incredible people like you to help us realize our full impact.