Patient Access Specialist

Brief Description

All KANA positions are based in Kodiak and are not eligible for remote work. Applicants must reside in Kodiak or be willing to relocate. KANA’s standard work schedule is 37.5 working hours per week, typically consisting of 7.5 paid working hours per day plus a one-hour unpaid lunch break (total of 8.5 hours on site per day).

About the Role

The Patient Access Specialist I is responsible for managing incoming medical clinic phone calls and serves as a centralized communication hub for patients. This role specializes in high-volume call handling, structured triage, and accurate call routing; ensuring patients are efficiently connected to the appropriate department or team.

Essential Duties and Responsibilities

• Supports the organization’s mission and goals, quality standards, and patient-centered medical home philosophy.
• Incorporates KANA’s core values of Courtesy, Caring, Respect, Sharing, and Pride in all activities and decisions.
• Upholds KANA’s Code of Ethics by conducting professional activities with honesty, integrity, respect, fairness, and good faith in a manner that reflects positively upon the organization.
• Maintains collaborative team relationships with peers and colleagues to contribute to the working group’s achievement of goals effectively, and to help foster a positive work environment.
• Protects confidentiality/privacy in verbal, written, and electronic forms of communication or information sharing.
• Demonstrates professional phone etiquette and courtesy at all times.
• Answers and manages a high volume of incoming calls utilizing a multi-line phone system.
• Traits calls utilizing standardized workflows and routing protocols.
• Takes clear, concise messages when needed to ensure proper hand off.
• Educates callers on who they need to speak to next, and refers callers to the appropriate staff.
• Routes calls to appropriate departments, care teams, or staff in a timely manner.
• Monitors inbound patient text messages within the Luma Health chat hub.
• Provides standardized information including clinic hours, locations and directions; appointment dates and times (view-only); and general service line information.

Requirements

• A high school diploma or equivalent required.
• One-year experience working in customer service or call-handling.
• Experience working in a health clinic preferred.
• Excellent customer service, organizational skills, attention to detail, problem solving skills, technical skills, and ability to multitask with a positive attitude in a fast-paced environment required.