Patient Access Specialist

Kodiak Area Native Association; Kodiak (AK); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

401(k)

Paid Parental Leave

Medical coverage

Tuition assistance

EAP

Loan repayment programs

Relocation housing assistance

Wellness benefits

Job summary

Kodiak Area Native Association, based in Kodiak, Alaska, is seeking a Patient Access Specialist I to serve as a central communication hub for patients. The role focuses on structured call triage, accurate routing, and clear communication to connect patients to the appropriate department or care team in a high-volume environment.

Responsibilities emphasize professional phone etiquette, confidentiality, and teamwork, with on-site work in Kodiak and a standard 37.5-hour week.

Qualifications

• Experience in a high-volume healthcare call center.
• Strong verbal and written communication skills with patients and staff.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Manage a high volume of incoming clinic calls with a multi-line system.
• Triages calls using standard workflows to route to the correct team.
• Document and relay concise messages for follow-up.
• Educate callers on next steps and directions.
• Route calls to appropriate departments and care teams.
• Monitor voicemail queues and alert teams for follow-up.
• Handle patient text communications via Luma Health per protocol.
• Provide clinic hours, locations, directions, and general service information view-only.

Skills

Customer service excellence

Healthcare communication

Phone systems

Confidentiality

Team collaboration

Active listening

Tools

Luma Health platform

Multi-line phone system

Job description

Benefits & Perks

• 401(k) retirement plan with a 7% employer contribution beginning in year two, paid regardless of employee contribution
• Paid Parental Leave
• 80% employer-paid medical, dental, and vision coverage
• Access to 20+ medical plan options through federal OPM benefits
• Employer-paid life insurance at 2.5x annual salary
• AD&D, short-term, and long-term disability coverage
• Generous paid time off and 13 paid holidays
• Free gym membership to the KANA Wellness Center
• Employee Assistance Program (EAP)
• Tuition assistance and reimbursement programs
• Leadership development and internal advancement opportunities
• Eligibility for IHS and NHSC loan repayment programs (role dependent)
• Potential temporary housing assistance for relocating employees, based on availability

Position Overview

The Patient Access Specialist I serves as a central communication hub for patients by managing incoming medical clinic calls in a high-volume environment. This role focuses on structured call triage, accurate routing, and clear communication to ensure patients are efficiently connected to the appropriate department or care team. As a non-task-based position, the focus remains on communication, information sharing, and coordination rather than direct clinical or administrative task execution.

Key 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

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
• Ability to maintain confidentiality and handle sensitive information appropriately
• Strong attention to detail and accuracy in message-taking and communication
• Ability to work collaboratively as part of a team

Work Schedule

KANA's standard work schedule is 37.5 working hours per week, consisting of 7.5 paid working hours per day plus a one-hour unpaid lunch break (8.5 hours on site per day).

All KANA positions are based in Kodiak and are not eligible for remote work. Applicants must reside in Kodiak or be willing to relocate.

Our Values

KANA's work is guided by Courtesy, Caring, Respect, Sharing, and Pride. We seek team members who embody these values in how they interact with patients, support their teams, and serve the community.

Life In Kodiak

Located on beautiful Kodiak Island, this role offers the opportunity to build meaningful community connections while experiencing Alaska's unique coastal lifestyle, outdoor recreation, and close-knit community.