Client Delivery Operations - Patient Access Coordinator – AI Agents (US Healthcare)

About 100ms
100ms is building AI agents that automate complex patient access workflows in U.S. healthcare — starting with benefits verification, prior authorisation, and referral intake in speciality pharmacy.

We help care teams reduce delays and administrative burden so that patients can start treatment faster. Our automation platform combines deep healthcare knowledge with LLM-based agents and robust ops infrastructure.

You’ll be joining a specialised team at 100ms focused on healthcare automation using AI.

About the Role:
• We’re hiring an EHR-strong Operations Specialist to run AI-driven appointment scheduling and patient coordination for a U.S. healthcare provider. You’ll own daily execution across the AI call dashboard + EHR, ensure clean and accurate updates, escalate ambiguous cases via manual support, and deliver reliable reporting.
• This role is ideal for someone who is fast, detail-oriented, and deeply comfortable working inside EHR workflows (Pre and Post-Scheduling, patient profile updates, visit types, provider calendars, and documentation).

Key Responsibilities:
• Appointment Scheduling & EHR Execution
• Create/update / Monitor appointments in the EHR based on AI-only + AI+Manual inputs
• Ensure correct provider, time slot, visit type (Office/Procedure) and no duplicate bookings or conflicts
• Review EHR profiles from call inputs: insurance eligibility updates, medication updates, demographic/profile updates.
• AI Dashboard Processing + Manual Escalations
• Review AI call dashboard outputs, interpret appointment intent, and process cases quickly
• Flag incomplete/ambiguous cases, route to manual support and drive closure within SLA
• Patient Communication + Reporting
• Send patient confirmation outreach (email/text, where required) and document outcomes
• Maintain flags, daily trackers, and end-of-day status reporting with zero misses
• Support weekly audits by keeping documentation clean, consistent, and complete
• Daily EHR status + summary report documentation.

Requirements::
• 3+ years of prior experience in U.S. healthcare operations, including patient intake, benefits verification support, referrals, specialty pharmacy, and revenue cycle management (RCM).
• Ownership mindset and comfort taking responsibility for outcomes with Strong hands-on experience working in EHR systems.
• Experience in US healthcare scheduling/patient access/care coordination/contact center ops
• Extremely detail-oriented with a proven ability to hit SLAs in high-volume queues
• Strong English communication and comfort documenting outcomes clearly and consistently (US accent is a bonus)
• Comfortable working with dashboards, SOPs, and structured reporting
• Familiarity with HIPAA basics, PHI handling, and call documentation standards with exposure to patient access workflows (eligibility, prior auth, onboarding).
• Willingness to work shifts overlapping U.S. business hours (as required by coverage).

Why 100ms.ai:
• Build real-world AI automation for high-impact U.S. healthcare workflows
• Work closely with product + ops teams, improving AI + Manual execution
• High ownership role with measurable outcomes and clear performance metrics
• Direct patient impact: reducing delays and improving access to care