Patient Access Coordinator - Client Delivery Operations - AI Agents (US Healthcare)
100ms
Software Engineering, Operations, Data Science
Bengaluru, Karnataka, India
Posted on Jan 7, 2026
100ms is building AI agents that automate complex patient access workflows in U.S. healthcare — starting with benefits verification, prior authorization, and referral intake in specialty 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
- The Patient Access Coordinator owns the end-to-end closure of patient access cases by orchestrating AI calling workflows and timely human follow-ups. This role ensures every allocated case is attempted via AI, audited for completeness, escalated when needed, and closed within defined turnaround times (TAT) while continuously improving accuracy and operational efficiency.
Key Responsibilities:
- Client Delivery Ownership via AI agent
- Ensure 100% of allocated cases are attempted through AI call runs.
- Initiate and monitor AI call executions to ensure successful processing.
- Track call attempts and update case statuses accurately in the system.
- SLA Ownership & Case Closure
- Ensure 100% of daily allocated cases (AI-only + AI+ Manual combined) are closed within defined TAT/SLA.
- Monitor live queues and proactively take action to prevent SLA breaches.
- Maintain real-time visibility on case status and drive same-day closures.
- Audit Accuracy & Quality Control
- Review AI call outputs and correctly classify cases as Complete, Partial, or Missing.
- Identify discrepancies, missing data, or ambiguous outcomes and take corrective action.
- Maintain high audit accuracy standards aligned with quality benchmarks.
- Assignment, Feedback & Escalation Management
- Flag cases requiring human intervention promptly and accurately.
- Ensure 100% of flagged cases are routed to the appropriate human agents without delay.
- Provide clear tagging, notes, and handover details to enable seamless resolution.
Requirements
- 1+ year of experience in US healthcare.
- Ownership mindset and comfort taking responsibility for outcomes with strong hands-on experience working in EHR/EMR systems.
- Extremely detail-oriented with a proven ability to hit SLAs in high-volume queues.
- Comfort working with SOPs, AI tools/workflows, dashboards and case-management systems.
- Strong english communication and comfort documenting outcomes clearly and consistently (US accent is a bonus).
- Familiarity with HIPAA basics, patient communication, PHI handling and call documentation standards with exposure to patient access workflows.
- Willingness to work shifts overlapping U.S. business hours (as required by coverage).
What We Offer:
- Opportunity to shape an emerging AI-driven operations workflow in US healthcare.
- Close collaboration with Product and cross-functional teams.A culture that values ownership, transparency, and continuous improvement.
- Exposure to AI/automation tools, call centre platforms, or workflow orchestration tools.
- Experience working closely with Product / Engineering teams on ops or product improvements.