Care Coordinator - Care Gap Closure Program

Position Purpose & Focus

We're seeking a confident, personable Care Coordinator who thrives on phone-based communication. This role is primarily focused on provider outreach and relationship building, with light administrative support. If you excel at professional phone conversations and enjoy making meaningful connections in healthcare, this position is for you.

About AristaMD : AristaMD is dedicated to improving access to timely, cost-effective specialty care while maintaining care continuity. We achieve this by delivering PCP-centered specialty care solutions, including eConsults and care gap closure support, and robust care coordination. Become a part of our transformative mission to revolutionize healthcare access.

Essential Duties & Responsibilities (Approximately 20% Administrative / 80% Phone-Based):

• Conduct high-volume provider outreach calls to close care gaps and coordinate patient care
• Build and nurture healthcare provider relationships through regular phone contact
• Navigate complex phone conversations with medical offices and health systems
• Execute warm and cold calling campaigns to engage providers in our programs
• Schedule and conduct follow-up calls to ensure care coordination success
• Handle inbound provider inquiries professionally and expertly
• Communicate effectively with clinical teams via phone and email to resolve care issues
• Present information clearly and persuasively to encourage provider participation
• Document call outcomes and provider interactions accurately, meeting quality standards
• Update patient and provider details accurately in databases
• Track outreach metrics and program success rates
• Maintain follow-up schedules and calendars
• Initiate specialist recommendation requests and follow up to resolve questions
• Identify alternate contact details and escalate unresolved outreach barriers
• Use designated escalation dispositions to flag issues for supervisor or clinical review
• Maintain accurate call queue availability status
• Work across current and future CCGC lines (e.g., SUPD, PolyACH) and scaling pilot programs
• Perform other duties as assigned

Qualifications | Competencies | Success Factors

Qualifications:

• Minimum of 2 years of healthcare administrative experience, or an equivalent combination of education and relevant work history.
• High school diploma or equivalent (required).
• Medical Assistant certification or higher (preferred).
• Healthcare or insurance industry experience (preferred).
• Knowledge of CMS programs or HEDIS measures (not required).

Skills & Competencies:

• Strong medical terminology knowledge.
• Thorough knowledge of HIPAA regulations and a commitment to compliance.
• Exceptional organizational skills, meticulous attention to detail, and strong time management abilities.
• Proficient in data entry, documentation, and the creation of professional templates.
• Excellent written and verbal communication and interpersonal skills.
• Adept problem-solving capabilities.
• Proficiency in Google Workspace (required) ; PowerBI experience (plus).
• Technically adept with a focus on practical application of digital tools.
• Ability to work collaboratively and build strong relationships.
• Ability to adapt and thrive in a dynamic, frequently changing environment, including prioritizing and multitasking effectively in a fast-paced, growth-oriented setting.
• Comfortable and capable of participating in video meetings with your camera on (required).

Success Factors:

• Highly self-motivated, proactive, and takes initiative with a "can-do" attitude.
• Self-directed and capable of working independently in a remote environment.
• Strong sense of urgency, effective follow-up, and commitment to meeting deadlines.
• Accountable and resourceful in identifying and resolving issues independently.
• Exhibits a positive, respectful attitude, acting as a role model.
• Demonstrates excellent customer service.
• Military veterans, spouses, and affiliates are strongly encouraged to apply.

Work Environment:

• This is a fully remote position.
• Standard Monday-Friday schedule; 8:00 - 5:00pm local standard time. 
• Some non-major holiday coverage will be required.
• Reliable, high-speed internet access with a minimum of 100 Mbps download and 20 Mbps upload speeds. (required)
• A quiet, dedicated, and HIPAA-compliant workspace (required).
• Candidates must be physically located within the United States.

Note: Due to client contractual requirements, this position is only available to candidates residing within the continental United States. Territories and international locations are not eligible.

KPIs | Metrics

• Daily outreach volume: ~40-50 calls/day, reaching ~25 providers/day. Baseline — expected to grow.
• Gap discussion rate: 20%+ of connected calls (tracked over time)
• Documentation: accurate, meets quality standards
• Queue status: kept current
• Escalations: flagged when needed