Patient Access Navigator - Frontline Care Coordinator

Vynca Inc.; California City (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Vynca Inc. is seeking a Patient Access Coordinator to serve as the front-line contact for patients, families, providers, and health plans.

You will own inbound calls and direct referrals from intake through prep, then hand off to EMA for outreach, while maintaining HIPAA compliance and high service levels. The ideal candidate is warm under pressure, skilled at de-escalation, bilingual (English/Spanish), and able to navigate multiple systems including Google Workspace, Salesforce, and EHR.

Qualifications

• Associate degree or medical/business office training preferred.
• 2+ years in a high call volume role (i.e call center, medical front office, patient access, and/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 elevate.
• Ability to recognize clinical trigger words after training; 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 illness, grief, and end of life care.
• Willing and able to work Monday-Friday 8:30-5pm EST with occasional evenings/weekends.
• Bilingual (English/Spanish) required.

Responsibilities

• 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.

Skills

De-escalation

Multitasking

Communication

Cultural competency

HIPAA compliance

Education

Associate degree or medical/business office training

Tools

Google Workspace

Salesforce

Telephony systems

EHR systems

Job description

Vynca Inc. is seeking a Patient Access Coordinator to serve as the front-line contact for patients, families, providers, and health plans.

You will own inbound calls and direct referrals from intake through prep, then hand off to EMA for outreach, while maintaining HIPAA compliance and high service levels. The ideal candidate is warm under pressure, skilled at de-escalation, bilingual (English/Spanish), and able to navigate multiple systems including Google Workspace, Salesforce, and EHR.