Telephonic Health Services Coordinator

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

📋 Description

• Act as the primary contact for newly referred patients and play a vital role in patient outreach, registration, enrollment, and ongoing telephonic engagement.

• Assist patients with chronic conditions such as congestive heart failure (CHF), chronic obstructive pulmonary disease (COPD), diabetes, hypertension, and related health issues.

• Establish trust, show empathy, clearly articulate Remote Patient Monitoring (RPM) services, and ensure a seamless and compliant enrollment experience.

• Work closely with nurse care managers, nurse care associates, and other clinical care team members to help patients achieve their health objectives and adhere to care plans.

• Conduct outbound outreach to newly enrolled prospective patients to outline AMC Health's Remote Patient Monitoring programs, services, and advantages.

• Clearly communicate program features, expectations, and value in a compassionate and patient-centered manner.

• Engage patients through telephone communication to build rapport, address inquiries, and encourage participation and adherence to monitoring programs.

• Complete necessary telephonic interventions, including Welcome Calls and Post-Physician Visit Updates.

• Accurately and comprehensively document patient information in the electronic health record (EHR) following organizational policies and standards of practice.

• Monitor hospitalizations and inform nursing staff upon patient discharge, as needed.

• Coordinate patient assistance services as directed, including referrals for transportation, housekeeping, home modifications, food assistance, or other authorized services.

• Follow up with patients to ensure services have been initiated and are meeting their expectations.

• Address inbound patient, client, and provider inquiries, assessing service needs appropriately.

• Initiate outbound communications (phone, fax, email) with patients, clients, physician offices, and care providers.

• Ensure accurate provider contact information is confirmed and maintained, including phone and fax numbers.

• Promptly escalate unresolved patient issues or care coordination concerns to leadership as necessary.

• Achieve or surpass established performance metrics and service level agreements (SLAs), including but not limited to call volume expectations and disengagement thresholds.

• Adhere to all company policies, procedures, HIPAA requirements, and relevant federal and state regulations.

⛳️ Requirements

• Strong organizational, time management, and multitasking abilities.

• Excellent verbal and written communication skills with a keen attention to detail.

• Proven ability to actively listen and engage patients with empathy and professionalism.

• Capacity to work independently in a remote setting while maintaining accountability for assigned tasks.

• Strong problem-solving and critical-thinking skills, with the capability to follow through on issues until resolution.

• Demonstrated ability to build rapport and nurture productive relationships in a telephonic, remote environment.

• Comfort in navigating multiple systems and technologies concurrently.

• Bilingual (Spanish) preferred.

• Completion of a Medical Assisting program accredited by CAAHEP or ABHES preferred.

• Minimum experience requirements: At least six (6) months of experience performing general duties as a Medical Assistant OR three (3) years of experience in a clinic or comparable healthcare setting with direct patient contact.

• Familiarity with medical terminology and prior experience using electronic health record (EHR) systems.

• Strong technical aptitude, including the ability to assist patients remotely with health devices and troubleshoot basic issues.

• Ability to type at least 50-60 words per minute while conversing with patients by phone.

• Must be able to work schedules aligned with client-specific time zone requirements based on business needs.

• Active CNA certification or equivalent certification (e.g., Pharmacy Technician), in good standing.

🏝️ Benefits

• Opportunity to work effectively in a fully remote environment.

• Must maintain a dedicated home office that is private, quiet, secure, and free from distractions.

• Reliable internet access that meets the company’s minimum technical requirements.