Patient Access Coordinator

Title: Patient Access Coordinator, Flex

Location: United States

Work type: Full time · Department: Care Concierge · Workplace: Remote

United States

Job Description:

At Carrum Health, we have built a unique marketplace for specialty care with unparalleled patient experience

Since 2014, we have been rewiring a fundamentally broken healthcare system. By connecting large employers directly with the nation's top-tier providers, our platform replaces a flawed fee-for-service model with one that actually works. If you are passionate about solving complex economic problems, driving systemic change in our healthcare system, and thriving in a people-first culture, we want you on our team. As a high-growth health tech company, we are seeking high-performing, exceptional talent to scale our platform and ensure that anyone in the country facing a specialty procedure has access to the life-changing Carrum benefit. 

Our marketplace creates massive value for all stakeholders:

• For Employers (Demand): Predictable, transparent pricing that slashes specialty care costs by up to 45% and eliminates waste

• For Providers (Supply): Ability to gain market share while reducing administrative burden, empowering top-tier doctors to focus completely on delivering optimal care.

• For Members (Users): A life-changing benefit with dedicated concierges, VIP access to the nation's best specialists, and little-to-no out-of-pocket costs.

The hourly rate for this role is $20 and eligible for full benefits and overtime. This is a flex role, typically working between 32-40 hours/week with opt-in overtime.

The Patient Access Coordinator I plays an important role in delivering a positive and supportive first experience for patients engaging with Carrum Health. PAC I’s focuses on learning core workflows, building strong patient communication skills, and consistently meeting established service standards while supporting patients through foundational access and intake needs.

You’re excited about this opportunity because you will...

• Get our patients excited about the Carrum program and educate them on the clear benefits of using Carrum. 

• Provide high-quality patient support through phone and digital channels by following established scripts, workflows, and service standards.

• Guide patients through basic registration, eligibility questions, FAQs, and next steps with empathy and clarity.

• Learn and apply foundational knowledge of medical terminology, insurance basics, and HIPAA compliance.

• Accurately document patient interactions and complete required follow-up tasks within defined SLAs.

• Build confidence handling routine patient questions and requests while knowing when to escalate appropriately.

• Develop your skills through coaching, feedback, and hands-on experience in a fast-paced care environment.

We’re excited about you because…

• You are eager to learn and motivated to build a career in patient services or healthcare operations.

• You demonstrate strong customer service instincts, empathy, and professionalism.

• You’re well accustomed to performance metrics and know how to stand out with your numbers!

• You are dependable, organized, and able to follow established processes consistently.

• You are comfortable learning new tools and technology and asking questions when support is needed.

• You have solid technical skills and knowledge and understand how to properly troubleshoot. 

• You value teamwork and contribute positively to a collaborative environment.

• You handle confidential information responsibly and follow compliance requirements.

Key Responsibilities:

• Handle inbound and outbound patient communications (approximately 100-125 calls per week) across a broader range of access and intake scenarios.

• Follow standard scripts, workflows, and escalation paths to ensure accurate and consistent patient support.

• Meet performance expectations related to call handling, responsiveness, documentation, and quality.

• Meet or exceed performance metrics  expectations and adjust as needed, based on consistent Manager feedback. 

• Accurately document all patient interactions in the Care App and supporting systems.

• Escalate complex or sensitive issues to senior team members or leadership as appropriate.

• Participate fully in onboarding, training, and ongoing learning opportunities.

Qualifications and Requirements:

• High School Diploma or General Education Degree (GED) required; college education preferred.

• Spanish Speaking preferred

Why you’ll love working with us...

• We’re a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You’ll work with talented, experienced co-workers from companies like Booz & Company, Teladoc, Hinge Health, Accolade, Angi, and Optum. 

• We champion a collaborative environment where team members can be autonomous, receive support and healthy feedback, and bring their authentic selves to work.

• We carve out time to celebrate our successes and have fun. We’re a remote-first company with employees all over the United States. We offer holistic employee support with flexible working hours, generous time off, paid parental leave, opportunities to connect virtually and in-person, and more.

• We embrace our team’s diversity of thought, experience, and interests and know that doing so makes us stronger as a company. Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee alongside several employee resource groups (ERGs) that support parents, women, and various underrepresented groups. 

• You’ll feel proud that the work you do each day directly impacts people’s lives in big and meaningful ways.

• Carrum is remote-first, but we believe the best work often happens in person. This role may include occasional travel for team offsites, client events, or company gatherings.

Other benefits:

• Stock option plan and performance bonus for eligible employees

• Flexible schedules and remote work

• Chicago and San Francisco offices available as an option

• Flexible PTO, within reason

• Summer Fridays (sign off @ 1pm local time)

• 15+ paid holidays, including Juneteenth, World Mental Health Day, and Carrum Health Day

• Annual holiday shutdown in December

• Paid parental leave

• Health, vision, and dental insurance

• Employee Assistance Programs (EAP)

• 401K retirement plan

About Carrum

Carrum Health’s mission is to change how we pay for and deliver specialty care. We offer self-insured employers and plan sponsors a value-based specialty care platform that connects their members with a rigorously vetted network of specialty care providers. Carrum’s transparent, all-inclusive bundled pricing, award-winning technology, and dedicated care navigation team help lower costs for both members and employers while delivering a superior member experience. Carrum is independently validated to reduce unnecessary procedures by as much as 30%, lower readmissions by 80%, and save employers up to 45% per episode of surgical care.

Since launching in 2014, we’ve partnered with top-quality providers across the nation including Cleveland Clinic,  Johns Hopkins, Mayo Clinic, Stanford Health Care, and a growing network of 1,400+ COEs. We serve hundreds of self-insured employers including Fortune 50 companies, such as United Airlines, US Foods, and Prudential, and public sector clients such as the States of Maine, Nevada, Tennessee, and Self-Insured Schools of California. 

The impact of our platform has been validated by a landmark RAND Corporation study, honored with prestigious awards from institutions like Harvard Business School & Harvard Medical School, and featured as a Harvard Business School case study. 

As a recognized digital health leader, Carrum is frequently covered by national media, including Bloomberg, Fast Company, Fierce Healthcare, Fortune, Los Angeles Times, Reuters, TechCrunch, and U.S News & World Report. Backed by $96M from top-tier investors including OMERS, Tiger Global Management, Revelation Partners and Wildcat Ventures, we’re only scratching the surface of our opportunity. Come join us. 

Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience. 

A Note on Recruitment Safety: To protect yourself against recruitment fraud, please note that Carrum Health will only communicate.