Associate Patient Access Specialist - Talent Pool

📋 Description

• • Be the reassuring first voice patients hear when they reach out for care. As an Associate Patient Access Specialist at Hummingbird, you will spend your day on the phone guiding patients through scheduling, referrals, prescription refills, MyChart support, and insurance questions. Every interaction is an opportunity to reduce anxiety and make healthcare feel simpler.
• • Master Epic and our proprietary phone system while toggling between multiple screens and typing at least 50 WPM. You will schedule appointments, update demographics, verify insurance details, and document every call with accuracy that downstream clinical teams can trust.
• • Provide hands-on MyChart assistance—setting up accounts, resetting passwords, and walking patients through secure messaging, lab results, and virtual visit check-ins. You will translate technical steps into plain language so every patient, regardless of tech comfort, feels empowered.
• • Recognize clinical red flags and escalate urgent or complex cases to nurses, physicians, or senior specialists within defined protocols. Your judgment keeps patients safe and workflows efficient.
• • Work in a fast-paced, remote call-center environment handling back-to-back calls with an average handle-time target while maintaining empathy and patience. You will use call-flow scripts as guardrails, not crutches, adapting your tone to the caller’s emotional state.
• • Participate in paid, structured onboarding: two weeks of classroom-style virtual training, followed by nesting with live call observation and real-time coaching. After training, weekly huddles and monthly skill labs keep your knowledge fresh as policies and systems evolve.
• • Contribute to a culture of continuous improvement by flagging recurring patient pain points and suggesting workflow tweaks. Your frontline insights directly influence product updates and training materials.
• • Collaborate with a close-knit, camera-ready team. Daily video stand-ups foster connection, celebrate wins, and surface blockers early. You will both give and receive feedback in a psychologically safe space.
• • Maintain strict HIPAA compliance and data-security standards while working from your home office. You will complete annual compliance modules and follow documented clean-desk and VPN protocols.
• • Grow along a transparent career ladder: Associate → Patient Access Specialist → Senior Specialist → Team Lead. Performance reviews every six months map your progress against clear metrics and behavioral competencies, ensuring promotions are merit-based and predictable.
• • Embrace Hummingbird’s operating principles: Lead with Respect, Embrace Growth, and Bring a Win-Together mentality. You will actively participate in inclusion councils, mentorship circles, and cross-functional projects that shape the future of patient access.
• • Expect full-time (40 hrs) or part-time (20–30 hrs) schedules Monday–Friday between 7:00 am–7:00 pm local time. Shift bids occur quarterly, giving you flexibility as life changes. Weekend rotations are rare and always voluntary with premium pay.
• • Enjoy a distraction-free workspace requirement: no overlapping employment during scheduled hours, reliable high-speed internet (25 Mbps up/down), and a quiet environment that protects patient privacy. We provide the equipment—laptop, headset, webcam, and second monitor—shipped to your door.
• • Take pride in measurable impact: average patient satisfaction scores >92 %, average speed-to-answer under 30 seconds, and first-call resolution rates climbing every quarter because of specialists like you.