Remote Patient Care Coordinator

Key Responsibilities:

• Deliver exceptional patient care through friendly and professional communication, acting as a remote receptionist.

• Gather detailed client information with empathy and efficiency, maintaining confidentiality and sensitivity when handling personal health information.

• Schedule appointments quickly, coordinating times by matching patient availability with on-call doctor schedules. Input all details into the system (EMR or CRM) with high accuracy.

• Coordinate doctors for each case based on symptoms, location, and timing, using internal roster and location mapping to identify the best-suited doctor for a home visit or remote consultation.

• Communicate promptly with doctors to confirm their availability and provide necessary patient details.

• Send out confirmation details and informative follow-ups to patients and doctors, including emailing appointment confirmations and service overviews.

• Ensure patients know what to expect and that doctors have the info needed.

• Follow up with patients to confirm their issue was addressed and they are satisfied with the service, likewise following up with doctors to verify the visit was completed successfully.

• Address any additional patient needs or questions that arise post-visit, such as prescription follow-ups or further referrals.

• Proactively manage and resolve logistical issues that may occur during the intake or appointment process, including scheduling conflicts or delays.

• Troubleshoot technical difficulties independently and work quickly to find solutions, involving managers or tech support if needed, to minimize disruption to care.

• Collaborate closely with other representatives during shift overlaps to ensure a smooth handoff of any in-progress cases.

• Maintain organized records of all interactions in the system, updating patient profiles with relevant intake notes and ensuring payment links and transactions are logged.

• Uphold standards for data accuracy, confidentiality, and responsive customer service in all tasks.

Requirements

• 1+ years of experience in a customer service, patient intake, or call center role, with exposure to urgent care environments beneficial but not required.

• Excellent Communication Skills: Fluent English proficiency, with a clear speaking voice and strong written communication.

• Customer-Centric Approach: A genuine passion for helping people and providing outstanding service, with empathy, patience, and professionalism in every interaction.

• Organizational Skills: Exceptional multitasking and organizational abilities, capable of juggling multiple incoming calls and tasks without dropping details.

• Tech Savvy: Comfortable using technology to facilitate workflow, with experience with EMR systems, scheduling software, or CRM tools preferred.

• Problem-Solving: Critical thinking and quick decision-making skills to effectively match doctors with patients and resolve any scheduling or logistical conflicts.

• Attention to Detail: Meticulous in recording patient information and scheduling details correctly, committed to accuracy to avoid mistakes.

• Team Collaboration: Ability to work as part of a remote team, communicating with colleagues across time zones and being flexible with shift adjustments when needed.

• Adaptability: Comfortable working in a fast-paced operational environment, willing to continuously learn about our services and coverage areas.

• Remote Work Setup: A dependable high-speed internet connection and a quiet, professional environment for taking calls, with necessary hardware (computer, headset) to perform the job without interruptions.

Benefits

• Flexible schedule with opportunities for overtime

• Opportunities for professional growth and development

• Competitive compensation package

Others

• We value diversity and promote an inclusive workplace culture

• Professional training provided for new hires

• Opportunities for advancement within the company

• Employee recognition and rewards program