Patient Access Specialist - Frontline Care Coordinator

Vynca Inc.; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

Vynca Inc. is seeking a Patient Access Coordinator to act as the frontline contact for inbound calls and to manage referrals end-to-end from providers, hospitals, and community partners.

The role emphasizes warmth, calm under pressure, and the ability to identify clinical red flags to keep processes moving. The ideal candidate will have an associate degree or medical/business office training and 2+ years in high-volume call environments, with healthcare experience and bilingual English/Spanish

Qualifications

• Associate degree or medical/business office training highly preferred.
• 2+ years in a high call volume role (i.e call center, medical front office, patient access, intake/admissions).
• Healthcare experience required with preference for palliative care, home health, hospice, discharge planning, or safety-net hospital settings.
• Proven de-escalation skills with distressed or grieving callers and the judgment to elevate when needed.
• Ability to recognize clinical trigger words after training; fluency with SWs, RNs, MAs, chaplains, or scribes is a plus.
• Strong multitasker across phone, documentation, and multiple systems; reliable attendance; proficient with Google Workspace, Salesforce, telephony, and EHRs.
• Knowledge of HIPAA and cultural competency; ability to handle conversations about serious illness, grief, and end-of-life care.
• Willing 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 flagting volume or staffing risks.
• Assess caller's needs and route or warm-transfer to the right department, identifying clinical triggers and elevating to triage.
• De-escalate distressed or upset callers and involve a supervisor or clinician when needed.
• Own direct referrals end to end (providers, hospitals, facilities, community partners); MIF referrals out of scope.
• Complete intake for each direct referral - pre-admission assessment, scheduling support, and documentation - then hand off to EMA.
• Document call and intake details 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 participate in coaching, meetings, and huddles.
• Maintain HIPAA compliance and perform other duties as assigned.

Skills

Customer service

De-escalation skills

Multitasking

Communication

Bilingual English/Spanish

Education

Associate degree or medical/business office training

Tools

Google Workspace

Salesforce

Telephony

EHR systems

Job description

Vynca Inc. is seeking a Patient Access Coordinator to act as the frontline contact for inbound calls and to manage referrals end-to-end from providers, hospitals, and community partners.

The role emphasizes warmth, calm under pressure, and the ability to identify clinical red flags to keep processes moving. The ideal candidate will have an associate degree or medical/business office training and 2+ years in high-volume call environments, with healthcare experience and bilingual English/Spanish