We're looking for a detail-oriented, empathetic Patient Care Coordinator to be the voice and backbone of patient communication for our U.S. healthcare clients. You'll handle everything from scheduling and insurance verification to referrals and patient follow-ups, ensuring every patient interaction is accurate, timely, and delivered with genuine care.
What You'll Do
🗣️ Patient Communication
Handle inbound and outbound patient calls, messages, and inquiries with professionalism and empathy
Address questions, concerns, and objections — escalating when needed
Conduct post-consultation and post-procedure follow-up calls to ensure satisfaction and gather feedback
📅 Scheduling & Triage
Schedule, confirm, reschedule, and cancel appointments per provider availability, diagnosis, insurance requirements, and clinic protocols
Triage incoming requests and route calls to the right department or provider
Manage reception lines, overflow calls, and message queues across all clinic locations
💳 Insurance & Billing Support
Enter and verify patient insurance information for new and established patients
Perform eligibility checks, coverage breakdowns, copay/deductible calculations, and confirm authorizations
Coordinate with Billing and Revenue Cycle Management to resolve discrepancies, balances, and account issues
📋 Referrals & Documentation
Manage incoming/outgoing referrals, collect missing documentation, and maintain communication with referring providers
Maintain complete, accurate documentation in patient records after every interaction
Keep referral directories accurate and up to date
🤝 Collaboration & Reporting
Work closely with Operations, Billing, Providers, Scheduling, and Management teams
Prepare and submit reports on call volume, follow-ups, conversion rates, insurance status, and pending items
Create and update SOPs for patient workflows and call handling
Support additional administrative tasks as needed (travel arrangements, general office support)