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

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.

Role Overview:
• As a Patient Access Coordinator, you will make outbound calls to patients in the United States to collect and validate required information for patient access workflows (e.g., intake, benefits workflows, referrals, and treatment start support). You will ensure every interaction is professional, empathetic, HIPAA-compliant, and accurately documented in our systems within strict SLAs.
• This role is execution-focused and quality-critical: your calls directly impact patient experience, downstream processing, and treatment timelines.

Key Responsibilities::
• Patient Calling & Information Collection
• Place outbound calls to U.S.-based patients using provided dialers/phone systems and approved scripts.
• Collect and confirm required details with create / update / Monitor appointments in the EHR system.
• Documentation & System Updates
• Update all collected information in the assigned systems (CRM/portal/EHR tools) in real time or immediately after the call, following documentation standards.
• Maintain clean notes: concise, factual, time-stamped, and audit-ready.
• Tag outcomes correctly (Reached/Not Reached, Completed/Incomplete, Next steps, etc) to support downstream teams.
• Quality, Compliance & Patient Privacy (HIPAA-First)
• Follow HIPAA and internal privacy policies at all times; protect PHI/PII during calls and in documentation.
• Follow approved calling practices, including consent language, opt-out handling, and call recording disclosures (as applicable to the workflow).
• Participate in QA reviews, coaching sessions, and calibration processes to continuously improve quality.

Requirements:
• Minimum 3+ years of prior experience in U.S. healthcare operations, including patient intake, benefits verification support, referrals, specialty pharmacy, or revenue cycle management (RCM).
• Ownership mindset and comfort taking responsibility for outcomes.
• 1–3+ years of experience in outbound calling/customer support/patient outreach with U.S.
• Healthcare experience strongly preferred.
• Excellent spoken English with clear, confident communication and a calm phone presence (US accent is a must)
• Strong active listening skills and ability to build rapport quickly with patients.
• High attention to detail and comfort working in structured workflows and checklists.
• Ability to document quickly and accurately while maintaining call quality.
• Comfort working in a compliance-first environment and handling sensitive data (PHI/PII).
• Familiarity with HIPAA basics, PHI handling, and call documentation standards.
• Basic proficiency with tools such as CRMs, spreadsheets, ticketing tools, and web portals.
• 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