Patient Access Navigator – High-Volume Call Center

Kodiak Area Native Association; Kodiak (AK); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

401(k) match

Parental leave

Medical/dental/vision

Life insurance

Disability coverage

Paid time off

Gym membership

EAP

Tuition assistance

Advancement opportunities

Loan repayment eligibility

Relocation housing

Job summary

Kodiak Area Native Association (KANA) invites applications for a Patient Access Specialist I in Kodiak, AK. This role serves as the central communication hub for patients, handling high-volume clinic calls with structured triage and precise routing to the right department and care team.

The position emphasizes communication, information sharing, and coordination over direct clinical tasks. It requires strong customer service, teamwork, and meticulous message handling within a healthcare setting.

Qualifications

• Strong customer service and communication skills in a healthcare or high-volume call environment.
• Ability to manage multiple calls and prioritize tasks effectively in a fast-paced setting.
• Knowledge of phone systems, call routing, and basic healthcare operations preferred.

Responsibilities

• Supports the organization's mission, goals, quality standards, and patient-centered medical home philosophy.
• Demonstrates KANA's core values of Courtesy, Caring, Respect, Sharing, and Pride in all interactions.
• Upholds KANA's Code of Ethics through professional conduct, integrity, and accountability.
• Maintains collaborative working relationships with team members to support a positive and productive environment.
• Protects confidentiality and privacy in all verbal, written, and electronic communications in accordance with organizational standards.
• Communicates concerns appropriately and in alignment with KANA policies and procedures.
• Demonstrates professional phone etiquette, active listening, and strong customer service skills.
• Answers and manages a high volume of incoming calls using a multi-line phone system.
• Triages calls using standardized workflows and routing protocols to ensure timely and appropriate handling.
• Accurately documents and relays clear, concise messages to support effective follow-up.
• Educates callers on next steps and directs them to the appropriate department, care team, or staff member.
• Routes calls efficiently to appropriate teams to support patient access and service coordination.
• Monitors voicemail queues and ensures timely routing for response and follow-up.
• Monitors inbound patient text communications within the Luma Health platform and routes messages according to protocol.
• Provides standardized information including clinic hours, locations, directions, appointment details (view-only), and general service information

Skills

Customer service

Communication skills

Teamwork

Multitasking

Tools

Phone system

Luma Health

Job description

Kodiak Area Native Association (KANA) invites applications for a Patient Access Specialist I in Kodiak, AK. This role serves as the central communication hub for patients, handling high-volume clinic calls with structured triage and precise routing to the right department and care team.

The position emphasizes communication, information sharing, and coordination over direct clinical tasks. It requires strong customer service, teamwork, and meticulous message handling within a healthcare setting.