Patient Care Coordinator

This is a fully remote position, open to applicants in Honduras, +3 more countries.

📋 Description

• Contact referral-eligible patients identified by the platform, starting with approximately 5 patients daily and expanding over time.

• Clearly articulate the necessity of specialist referrals in layman's terms, highlighting gaps in patient care.

• Empathetically address patient concerns and inquiries, guiding them toward booking appointments without pressure.

• Schedule appointments via the internal dashboard or coordinate with patients’ preferred providers.

• Achieve an 80%+ booking conversion rate for eligible patients contacted.

• Leave voicemails and follow up with texts or emails for patients who do not respond.

• Reconnect with patients from previous days who have yet to schedule an appointment.

• Research and address inquiries regarding insurance, logistics, or referral rationale.

• Escalate clinical inquiries beyond the role's scope to the appropriate internal personnel.

• Review overnight patient notifications each morning through the internal dashboard.

• Update patient statuses using the platform’s workflow tools.

• Access and review medical record summaries prior to calls.

• Handle Protected Health Information in compliance with HIPAA and company data protocols.

• Ensure accurate documentation of all patient interactions.

⛳️ Requirements

• A minimum of 2 years of experience in patient-facing healthcare coordination, medical customer service, or healthcare BPO roles with outbound phone communication.

• Proven track record in objection-handling or conversion-focused communication, including appointment-setting, booking metrics, or persuasive customer service.

• Experience working directly with US-based patients, clients, or customers over the phone.

• C2 CEFR English fluency with a near-native, unobtrusive accent suitable for US patient-facing calls.

• Familiarity with navigating CRM, scheduling, or patient management dashboards.

• Demonstrated capability to work independently with minimal supervision, ideally in a small-team, startup, or remote BPO setting.

• Availability to work from 9:00 AM to 5:00 PM Central Time.

• Bilingual fluency in Spanish and English at a B2+ CEFR level is a plus.

• Knowledge of medical terminology, ICD diagnosis codes, or insurance verification processes is advantageous.

• Previous training in HIPAA or PHI handling is beneficial.

• Experience in an early-stage startup or rapidly scaling, low-structure environment is a plus.

🏝️ Benefits

• Competitive salary based on experience and skills.

• Fully remote work from any location.

• Team incentives and recognition for maintaining 100% CRM hygiene and timely reporting.

• Generous PTO in line with company policy.

• HMO coverage after 3 months for full-time employees based in the Philippines.

• Direct mentorship from international industry experts.

• Access to ongoing learning and development resources.

• Opportunities for global networking.

• Recruitment process includes application, screening, skills assessment, topgrading interview, client interview, job offer, and client onboarding.