Care Coordinator

Care Coordinator

Join a leading healthcare organization dedicated to helping patients access life-changing specialty therapies. In this customer-facing role, you will support patients, caregivers, healthcare providers, and referral sources throughout the treatment journey. You will assist with patient enrollment, referrals, insurance-related inquiries, account management, and ongoing support while delivering a compassionate, high-quality customer experience. This is a fully remote opportunity with company-provided equipment and the chance to make a meaningful impact in patients' lives.

Responsibilities:

• Handle inbound and outbound calls while identifying patient and provider needs and striving for first-call resolution
• Create and process patient referrals, applications, and enrollment documentation accurately
• Educate patients and providers on program requirements, status updates, and next steps
• Investigate and resolve patient, caregiver, and physician inquiries in a timely manner
• Document detailed account notes and case information within proprietary systems while actively speaking with callers
• Conduct outbound calls for patient follow-ups, confirmations, and information gathering
• Manage patient accounts from initial referral through final approval or denial
• Collaborate with referral sources and healthcare providers to support patient enrollment
• Report adverse events within required timelines and according to company policies
• Maintain quality standards while providing empathetic and supportive customer experiences
• Stay informed on policy, procedural, and program updates to ensure compliance
• Prioritize multiple tasks and manage workload with urgency and attention to detail

Skills & Qualifications Technical & Functional Skills:

• Strong computer literacy and data entry skills
• Proficiency with Microsoft Office applications
• Ability to accurately document information while multitasking during phone conversations
• Knowledge of customer service or call center operations preferred
• Understanding of Medicare, Medicaid, and Commercial insurance coverage guidelines preferred
• Knowledge of medical, supplemental, and pharmacy insurance benefits preferred
• Familiarity with Medicare Administrative Contractor (MAC) practices preferred
• Ability to independently resolve complex customer and patient issues

Soft Skills:

• Excellent verbal and written communication skills
• Strong customer service and relationship-building abilities
• Demonstrated empathy and professionalism when interacting with patients and providers
• Strong problem-solving and conflict-resolution skills
• Ability to work independently and manage multiple priorities
• Detail-oriented with strong organizational and time-management skills
• Flexible, adaptable, and patient-focused mindset

Education & Additional Requirements:

• Education: High School Diploma or GED required
• Experience: 24 years of customer-facing or call center experience preferred
• Work Environment:
• Dedicated, quiet, distraction-free home workspace
• Must provide high-speed wired internet (minimum: 15 Mbps download / 5 Mbps upload, max 30ms ping)
• Dial-up, WiFi, satellite, and cellular connections are not acceptable
• Must use a surge protector with network line protection for company equipment