Job Description

**Role: Patient Care Coordinator**

**Contract:** Full-time Remote Contractor (160 hours monthly)

**Business Hours:** Monday through Friday, 8 AM - 5 PM EST

**Rate:** $8 - $10 USD hourly / $1,280 - $1,600 monthly 

_(Salary is negotiable depending on experience and location)_

**Availability to Start:** Immediately

**What You'll Do**

As a Patient Care Coordinator, you will be responsible for managing patient relationships across caseload oversight, escalation handling, and care coordination initiatives. You are a strategic and patient-focused professional who serves as the bridge between patients and clinical providers, ensuring accurate clinician matching, effective conflict resolution, and seamless patient support through structured triaging and adherence to care processes. Responsibilities include, but are not limited to:

* **Client Communication & Scheduling: **
* Act as the primary point of contact for resolving patient complaints and difficult service issues to ensure a high-quality patient experience.
* Maintain a target response time of 15 minutes for new inquiries during working hours and 24 hours for all other client communications.
* Coordinate with the front-desk team via email, phone or Teams to oversee process changes and escalation responses.
* Work alongside the Front Desk to confirm all scheduled appointments accurately and on time, minimizing scheduling errors.
* Work alongside the Front Desk to monitor therapist caseloads to identify openings or over-capacity, ensuring a balanced distribution of scheduling.
* Redirect and coordinate client billing inquiries with the Billing Specialist to ensure timely resolution.
* Execute "Missed Appointment" flows and patient re-engagement strategies to ensure continuity of care.
* Collaborate cross-functionally with internal teams to ensure smooth operations and a positive client experience across all touchpoints.
* Ensure all client interactions and data handling are compliant with HIPAA regulations. 
* **Internal Administrative Support:**
* Maintain advanced proficiency with Electronic Health Records (EHR) & CRM systems (InSync) to manage patient data, update records, and ensure workflow accuracy.
* Audit and update the EHR/CRM regularly to ensure all patient statuses, therapist assignments, and contact logs are up to date and accurate.
* Support the transition and data integrity during EHR upgrades or system migrations to ensure zero loss of patient information.
* Develop a strong understanding of the Therapist roster, including language capabilities and specialties, within the first 90 days.
* Match clients with appropriate therapists based on needs, language preferences, and specialties with a high degree of accuracy.
* Create and maintain Therapist Profiles for existing and new Therapists and Clinicians. 

**What You Should Have**

**Must-haves:**

* At least 2 years of experience in Patient Coordination, Medical Office Administration, or a similar Healthcare support role.
* At least 1 year of experience working in a remote, global environment with a North America-based company.
* Strong attention to detail, particularly when handling client data, scheduling, and healthcare documentation.
* Proven experience in handling patient escalations and navigating difficult conversations with empathy via phone and email.
* Solid understanding of medical terminology and behavioral health services.
* Excellent written and verbal English communication skills with a North American/neutral accent.
* Experience managing high-volume inboxes and maintaining fast response times in a client-facing role.
* High level of familiarity with HIPAA compliance and handling sensitive patient data.
* Advanced proficiency with Electronic Health Records (EHR) & CRM systems (e.g., InSync, Behave Health, or similar platform). 
* Ability to coordinate across teams using Microsoft Teams and dedicated phone lines.
* Highly organized, proactive, and able to work independently in a fast-paced environment.

**Nice-to-haves:**

* Bilingual proficiency in Spanish and English (highly preferred)
* Experience working closely with billing or revenue cycle teams.
* Familiarity with additional tools used in scheduling, client communication, or billing operations.

**Who You Are**

We hope you are someone who: 

* Strong storyteller who can create engaging and visually compelling content from real-world ideas and experiences.
* Communicates sensitive behavioral health topics with empathy, professionalism, and attention to detail.
* Proactive and highly organized, with the ability to independently manage content, campaigns, and multiple deadlines in a remote environment.

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