Patient Care Coordinator

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

📋 Description

• Manage a high volume of incoming calls, chats, and voicemails

• Conduct outbound calls as necessary

• Assist patients in scheduling, therapy programs, and utilizing web-based tools

• Assess patient needs and escalate clinical issues to Respiratory Therapists when appropriate

• Oversee ACD queues to ensure prompt responses to all patient inquiries

• Serve as the primary contact for Providers, Health Systems, and Insurance companies

• Communicate clearly and professionally, including with escalated or dissatisfied callers

• Initiate calls to patients and arrange routine appointments for equipment setups, home visits, follow-up appointments, and other necessary procedures; document all appointments in the electronic scheduling system

• Inform patients about what to expect during their visits and provide basic education on company services

• Collaborate across departments to facilitate timely patient progression through care

• Keep accurate scheduling and patient records in the systems

• Create and manage orders for equipment and services

• Contact physician offices for Certificates of Medical Necessity (CMN), referrals, qualifiers for sleep studies, and for orders, complications, and recommendations as needed

• Ensure that all price quotes provided to customers/patients are appropriate and align with current company pricing policies

• Explain insurance benefits, authorizations, coverage, and copays to patients and collect payments

• Maintain compliance with payer requirements and company policies

• Educate patients on therapy expectations, equipment basics, and subsequent steps

• Assist with compliance outreach efforts to enhance adherence and outcomes

• Act as a patient advocate and liaison among internal teams

• Identify patient urgency and direct patient requests to the appropriate staff

• Ensure HIPAA compliance and adherence to regulatory standards (e.g., Joint Commission, Medicare) in Brightree and other systems

• Process faxes, documentation, and communications from physicians

• Generate and distribute compliance reports and updates to provider offices

• Review patient files, both electronic and hard copies, for accuracy and compliance with BetterNight’s policies and procedures

⛳️ Requirements

• Must be available to work standard business hours in the Pacific Standard Time Zone (California time)

• A strong commitment to patient care is essential

• High level of product knowledge required

• High school diploma or equivalent is mandatory

• Preferred 1–3 years of experience in healthcare, customer service, or administrative roles

• Excellent communication, problem-solving, and organizational skills are necessary

• Knowledge of HIPAA and patient rights is required

• Experience with Brightree or similar systems is preferred

• Strong communication and de-escalation skills are essential

• Ability to multitask across systems while on calls is necessary

• Must be comfortable in a fast-paced, metrics-driven environment

• High attention to detail and accuracy in documentation is required

• Minimum of 2-3 years of experience in customer service, administration, or reception is required

• Experience in the healthcare industry or DME is preferred

🏝️ Benefits

• Medical

• Dental

• Vision

• Sick leave

• Holiday and vacation time off