Patient Care Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Serve as the primary point of contact for patient inquiries across various platforms, including EHR, secure chat, phone, and messaging.

• Promptly and empathetically respond to incoming patient messages and communications.

• Inform patients about telehealth services, clinical trials, and specialty care options.

• Assist patients in navigating platform usage, study protocols, and care processes with clarity.

• Manage scheduling, appointment coordination, prescription management, and follow-ups.

• Address patient concerns with personalized, compassionate solutions and active listening skills.

• Clearly communicate study details, requirements, and next steps to patients.

• Collaborate with the clinical team to ensure timely handling of patient-related inquiries.

• Establish and uphold high standards for family care and patient experience.

• Conduct initial outreach to patients interested in clinical trials or specialty care services.

• Administer secondary pre-screener questionnaires and qualification assessments.

• Guide patients through the onboarding process, explaining services, requirements, and addressing any questions.

• Collaborate closely with clinical teams and external providers to coordinate diagnostic testing, imaging, and referrals.

• Manage prior authorizations, insurance coordination, and navigation of the healthcare system.

• Monitor patient progress throughout the care journey to ensure continuity of care.

• Send appointment reminders, follow-ups, and communications regarding medication/treatment adherence.

• Assist families in navigating the complexities of the healthcare system, providing support at every stage.

• Act as a patient advocate, offering encouragement and assistance during challenging times.

• Work closely with clinical teams to manage the family care pipeline for a seamless experience.

• Identify care gaps, systemic barriers, and financial obstacles, flagging them to the appropriate teams.

• Accurately log patient interactions, details, and progress within CRM and EHR systems.

• Function as a Medical Scribe, documenting patient encounters and physician notes in EMR.

• Maintain HIPAA-compliant documentation and confidential patient records.

• Ensure timely and accurate medical documentation to support high-quality patient care.

• Handle sensitive patient information with strict confidentiality protocols.

• Keep accurate records to ensure compliance with HIPAA and regulatory standards.

• Systematically track patient data for reporting and care coordination purposes.

• Collaborate with operations, recruitment, clinical, product, and documentation teams.

• Act as a liaison to foster collaboration across departments to advance the organization's mission.

• Provide valuable insights and feedback to enhance processes and improve patient experience.

• Document patient feedback to contribute to workflow enhancements and service improvements.

• Participate in team meetings and initiatives for continuous process improvement.

• Stay informed about new products, features, and best practices in telehealth and specialty care.

• Utilize and create automations to enhance operational efficiency and reduce manual tasks.

• Escalate complex cases to higher-level support when necessary, providing detailed context.

⛳️ Requirements

• Experience: 1-2+ years in patient support roles, healthcare, clinical research, telemedicine, care coordination, case management, customer success, or phone-based customer service.

• Healthcare Background: Prior experience in US healthcare settings with a solid understanding of healthcare systems, insurance, referrals, and care processes.

• Communication: Exceptional written and verbal English communication skills, demonstrating a compassionate and empathetic approach to patient care.

• Medical Knowledge: Familiarity with medical terminology and clinical documentation.

• HIPAA Compliance: Knowledge of HIPAA regulations, data protection standards, and the handling of confidential information.

• Tech Proficiency: High level of technical proficiency in navigating CRM, EHR/EMR systems, and data management platforms seamlessly.

• Organization: Outstanding organizational skills and attention to detail in managing numerous patient interactions consistently.

• Problem-Solving: Strong creative problem-solving and troubleshooting skills.

• Empathy: Ability to manage sensitive patient information and challenging situations with professionalism and genuine care.

• Proactive Communication: Anticipate patient needs and address them promptly with a professional demeanor.

• Multitasking: Proven ability to handle complex projects and multiple priorities in fast-paced clinical environments.

• Adaptability: Positive attitude towards change and ability to thrive in dynamic healthcare settings.

• Good Clinical Practice (GCP) certificate (Preferred).

• 1+ year of experience as a Medical Scribe in clinical or telehealth settings (Preferred).

• Familiarity with Elation Health EHR or similar digital health platforms (Preferred).

• Understanding of clinical research standards, trial protocols, and patient recruitment (Preferred).

• Knowledge of appointment scheduling, billing processes, and prior authorization workflows (Preferred).

• Familiarity with rare and complex chronic conditions (EDS, POTS, MCAS, etc.) (Preferred).

• Experience in VC-backed digital health companies or healthcare startups (Preferred).

• Ability to make clinically sound judgments and operational decisions (Preferred).

• Background in supporting underserved or vulnerable patient populations (Preferred).

• Proficiency in Spanish for bilingual patient communication (Preferred).

• Understanding of men's health, clinical trials, or specialty care environments (Preferred).

• Passion for continuous learning and healthcare innovation (Preferred).

🏝️ Benefits

• Competitive Salary: Based on experience and skills.

• Remote Work: Fully remote — work from any location.

• Generous PTO: In accordance with company policy.

• Direct Mentorship: Access to global industry leaders.

• Learning & Development: Resources for continuous growth.

• Global Networking: Collaborate with international teams.

• Health Coverage (Philippines only): HMO after 3 months (full-time).