Telehealth Patient Care Coordinator

New Life Medicine Locations: Johnson City, TN and Abingdon, VA Benefits : Medical, Dental, Vision, PTO, 401k, STD, LTD Position Title: Telehealth Patient Care Coordinator Department: Clinic Operations Reports To: Regional Administrative Manager Employment Type: Full-Time Classification: Nonclinical, Administrative Position Summary New Life Medicine is seeking a compassionate, organized, and dependable Telehealth Patient Care Coordinator to support our growing addiction treatment and behavioral health services. This position serves as a primary point of contact for patients receiving Medication-Assisted Treatment (MAT) and related healthcare services. The Telehealth Patient Care Coordinator is responsible for facilitating patient scheduling, managing intake processes, answering incoming calls, coordinating virtual appointments, and ensuring patients receive timely and professional administrative support throughout their treatment journey. The ideal candidate is an excellent communicator who enjoys helping others, can manage multiple responsibilities in a fast-paced healthcare environment, and understands the importance of confidentiality, compassion, and professionalism when working with individuals receiving treatment for substance use disorders. Key Responsibilities 1. Patient Scheduling & Appointment Coordination Schedule and confirm new patient consultations, follow-up visits, and telehealth appointments. Coordinate provider schedules to maximize appointment availability and patient access. Manage appointment cancellations, rescheduling, and patient no-shows. Conduct appointment reminders and outreach to patients needing follow-up appointments. Assist patients with accessing virtual appointments and troubleshoot basic telehealth connection issues. Coordinate appointments across multiple providers and locations as needed. 2. Patient Intake & Registration Assist new patients with registration, intake paperwork, and required consent forms. Collect and verify patient demographics, contact information, and insurance information. Ensure required intake documentation is completed before scheduled appointments. Enter and maintain accurate patient information within the electronic medical record (EMR). Explain administrative aspects of the intake process and help patients understand what to expect during their first appointment. Coordinate with clinical staff to ensure new patients are appropriately prepared for their initial evaluation. 3. Telephone & Patient Communications Answer incoming patient telephone calls promptly and professionally. Respond to general questions regarding appointments, office procedures, telehealth access, and available services. Direct clinical questions, medication concerns, and urgent patient needs to appropriate licensed clinical personnel. Monitor and respond to patient portal messages and other approved communication channels within established guidelines. Follow up with patients regarding missed appointments, incomplete documentation, and scheduling needs. Maintain a welcoming, respectful, and nonjudgmental approach in all patient interactions. 4. Telehealth Operations Support Support the daily administrative workflow for telehealth providers and patients. Confirm that patients have completed necessary registration, paperwork, and telehealth requirements before appointments. Assist providers with coordinating their daily virtual appointment schedules. Help patients navigate the telehealth platform and address basic technical difficulties. Coordinate with clinical personnel regarding appointment readiness, patient check-in, and follow-up scheduling. Identify scheduling bottlenecks and opportunities to improve patient access and telehealth efficiency. 5. MAT Program & Patient Care Coordination Support patients participating in Medication-Assisted Treatment (MAT) programs for opioid use disorder and other substance use disorders. Coordinate scheduling for required follow-up visits, counseling appointments, and other treatment-related services. Assist with administrative coordination of laboratory testing, drug screenings, and referrals when directed by clinical staff. Facilitate communication between patients, medical providers, counselors, and administrative personnel. Help maintain continuity of care by monitoring appointment schedules and identifying patients who may require follow-up outreach. Follow established procedures when communicating patient concerns or barriers to treatment to clinical staff. Support patient retention and engagement through consistent, compassionate communication. 6. Administrative Support & Documentation Maintain accurate and timely documentation of patient communications and administrative activities. Assist with insurance verification, eligibility checks, and other administrative functions as assigned. Maintain organized patient records and support compliance with applicable privacy and confidentiality requirements, including HIPAA and applicable substance use disorder record protections. Collaborate with clinical and administrative team members to resolve scheduling and patient service issues. Assist with other administrative responsibilities as necessary to support efficient practice operations. Qualifications Required High school diploma or equivalent. Strong communication, interpersonal, and customer service skills. Excellent organizational skills and ability to manage multiple responsibilities. Comfortable using computers, electronic scheduling systems, and digital communication platforms. Ability to handle confidential patient information with discretion and professionalism. Dependable, detail-oriented, and capable of working both independently and collaboratively. Compassionate, patient-centered attitude and ability to communicate effectively with individuals from diverse backgrounds. Preferred One or more years of experience in a medical office, healthcare scheduling, patient registration, or similar administrative role. Experience working in addiction medicine, behavioral health, primary care, or telehealth services. Familiarity with electronic medical record (EMR) systems. Experience with insurance verification and patient intake procedures. Familiarity with Medication-Assisted Treatment (MAT) or substance use disorder treatment programs. Key Competencies Successful candidates will demonstrate: Patient-Centered Service: Treating every patient with compassion, dignity, and respect. Effective Communication: Communicating clearly and professionally with patients, providers, and coworkers. Organization & Reliability: Managing appointments, documentation, and competing priorities with accuracy. Problem-Solving: Helping patients navigate scheduling challenges and administrative barriers. Technology Proficiency: Learning and efficiently using EMR platforms, telehealth systems, and office technology. Confidentiality: Protecting sensitive patient information and adhering to organizational policies. Teamwork: Supporting clinical and administrative staff in delivering coordinated, high-quality care. Performance Expectations Performance will be evaluated based on: Timely response to incoming patient calls and inquiries. Accuracy and completeness of patient registration and intake documentation. Appointment scheduling accuracy and effectiveness. Timely completion of appointment confirmations and patient follow-up outreach. Patient satisfaction and quality of customer service. Effective coordination with clinical providers and administrative staff. Adherence to organizational policies, confidentiality standards, and established workflows. About New Life Medicine New Life Medicine is committed to providing accessible, compassionate, and evidence-based healthcare services to individuals seeking treatment for substance use disorders and related health needs. Our team understands that recovery is a journey, and we strive to create a supportive, respectful environment where patients feel heard, valued, and empowered to improve their health and well-being. The Telehealth Patient Care Coordinator plays an important role in that mission by helping patients navigate their care, maintain access to treatment, and stay connected with their healthcare team. New Life Medicine is an Equal Opportunity Employer and is committed to fostering a respectful and inclusive workplace #J-18808-Ljbffr