Patient Care Coordinator

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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

Company Profile

This established Maryland-based mental health and rehabilitation center specializes in delivering compassionate, patient-centered care for individuals seeking support with psychiatric conditions, substance abuse recovery, and physical rehabilitation. With a strong focus on personalized treatment, the center provides services in psychiatric rehabilitation, substance abuse programs, sports therapy, and medication-assisted treatment.

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.
Technology Specifications:
- Minimum 100 Mbps Internet Speed
- Windows 11 or macOS 15 Sequoia
- Minimum Intel i5 8th gen with 8GB of RAM or Apple M1 chip with 8GB of RAM
- Webcam and Headset
- Designated Office Space in your Home

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.

Job Information

Rate / Salary

$8 - $10 per Hour

Sector

Healthcare