Remote Patient Care Coordinator (US Hours)

Department: Customer Service and Client Relations

Work Arrangement: Remote

Job Type: Independent Contractor, Full Time

Work Schedule: US Time Zone (expected to be flexible with the client's preference)

Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skills

Role Overview

The Patient Care Coordinator serves as the primary point of contact and advocate for patients accessing telehealth services, clinical research studies, specialty care for complex chronic conditions, and healthcare navigation support. This role demands exceptional empathy, communication, and organizational skills to ensure patients feel fully supported throughout their healthcare journey. You'll guide families and patients through complex healthcare systems, coordinate care across clinical teams, manage appointments and prescriptions, and serve as a compassionate advocate during both challenging and celebratory moments. This is not a typical administrative role—you'll work with real families facing real human challenges, empowering underserved populations to access transformative care.

Your Impact

Your compassionate support will directly improve patient satisfaction, trust, and health outcomes by ensuring seamless access to care and personalized guidance. You'll build lasting relationships that transform one‑time patients into long‑term advocates for healthcare services. By identifying and resolving care barriers, you'll enhance operational efficiency and contribute to continuous improvements in patient experience. Your advocacy will help underserved and often misdiagnosed patients access specialized care that dramatically improves their quality of life. In clinical research settings, your work will enable meaningful patient participation in studies that advance medical knowledge. Your ability to navigate complex healthcare systems on behalf of patients will reduce stress and confusion during vulnerable moments.

Core Responsibilities

Patient Support & Communication (50%)

• Act as first line of contact for patient inquiries across platforms—EHR, secure chat, phone, and messaging
• Respond to inbound patient messages and communications promptly and empathetically
• Educate patients about telehealth services, clinical trials, and specialty care options
• Guide patients through platform usage, study protocols, and care processes with clarity
• Handle scheduling, appointment coordination, prescription management, and follow‑ups
• Address patient concerns with personalized, compassionate solutions and active listening
• Provide clear communication about study details, requirements, and next steps
• Ensure patient‑related inquiries are handled in a timely manner through clinical team collaboration
• Set and maintain high expectations for family care standards and patient experience

Care Coordination & Patient Navigation (40%)

• Conduct initial outreach to patients interested in clinical trials or specialty care services
• Administer secondary pre‑screener questionnaires and qualification assessments
• Guide patients through onboarding process, explaining services, requirements, and addressing questions
• Work closely with clinical teams and external providers to coordinate diagnostic testing, imaging, and referrals
• Manage prior authorizations, insurance coordination, and healthcare system navigation
• Track patient progress across the care journey ensuring continuity of care
• Send appointment reminders, follow‑ups, and medication/treatment adherence communications
• Guide families through complexities of healthcare system providing support at every step
• Serve as patient advocate offering encouragement and assistance during challenging moments
• Manage the family care pipeline closely with clinical teams for seamless experience
• Flag care gaps, systemic barriers, and financial obstacles to appropriate teams

Documentation & Data Management (5%)

• Accurately log patient interactions, details, and progress in CRM and EHR systems
• Serve as Medical Scribe documenting patient encounters and physician notes in EMR
• Maintain HIPAA‑compliant documentation and confidential patient records
• Ensure timely and precise medical documentation supporting high‑quality patient care
• Handle sensitive patient information with strict confidentiality protocols
• Maintain accurate records ensuring compliance with HIPAA and regulatory standards
• Track patient data systematically for reporting and care coordination purposes

Cross‑Functional Collaboration & Process Improvement (5%)

• Collaborate with operations, recruitment, clinical, product, and documentation teams
• Act as liaison fostering collaboration across departments to advance organizational mission
• Provide valuable insights and feedback to improve processes and enhance patient experienceDocument patient feedback contributing to workflow enhancements and service improvements
• Participate in team meetings and continuous process improvement efforts
• Stay up‑to‑date on new products, features, and best practices in telehealth and specialty care
• Use and create automations to create operational leverage and reduce manual tasks
• Escalate complex cases to higher‑level support when necessary with detailed context

Requirements

Must‑Haves (Required)

• Experience: 1‑2+ years in patient support roles, healthcare, clinical research, telemedicine, care coordination, case management, customer success, or phone‑based customer service
• Healthcare Background: Prior experience in US healthcare settings with understanding of healthcare systems, insurance, referrals, and care processes
• Communication: Excellent written and verbal English communication skills with compassionate, empathetic approach to patient care
• Medical Knowledge: Familiarity with medical terminology and clinical documentation
• HIPAA Compliance: Knowledge of HIPAA regulations, data protection standards, and confidential information handling
• Tech Proficiency: High level of tech proficiency navigating CRM, EHR/EMR systems, and data management platforms seamlessly
• Organization: Exceptional organizational skills and attention to detail managing multiple patient interactions consistently
• Problem‑Solving: Strong creative problem‑solving and troubleshooting abilities
• Empathy: Ability to handle sensitive patient information and challenging situations with professionalism and genuine care
• Proactive Communication: Anticipating patient needs and addressing them promptly with professional demeanor
• Multitasking: Proven ability to manage complex projects and multiple priorities in fast‑paced clinical environments
• Adaptability: Positive approach to change and ability to thrive in dynamic healthcare settings

Nice‑to‑Haves (Preferred)

• Good Clinical Practice (GCP) certificate
• 1+ year experience as Medical Scribe in clinical or telehealth settings
• Experience with Elation Health EHR or similar digital health platforms
• Understanding of clinical research standards, trial protocols, and patient recruitment
• Familiarity with appointment scheduling, billing processes, and prior authorization workflows
• Knowledge of rare and complex chronic conditions (EDS, POTS, MCAS, etc.)
• Experience in VC‑backed digital health companies or healthcare startups
• Ability to make clinical judgment calls and operationally sound decisions
• Background supporting underserved or vulnerable patient populations
• Spanish language proficiency for bilingual patient communication
• Understanding of men's health, clinical trials, or specialty care environments
• Passion for continuous learning and healthcare innovation

Tools Proficiency

Must‑Haves (Required)

• EHR/EMR Systems: Elation Health, electronic medical record platforms, or equivalent healthcare software
• CRM Platforms: Salesforce, HubSpot, or healthcare‑specific CRM systems
• Communication: Email, phone systems, secure patient messaging platforms
• Productivity: Google Workspace (Gmail, Sheets, Drive, Docs)
• Video Conferencing: Zoom or equivalent telehealth platforms

Nice‑to‑Haves (Preferred)

• Patient Messaging: Spruce Health or similar HIPAA‑compliant messaging and VOIP systems
• Collaboration: Slack, Microsoft Teams for team coordination
• Documentation: Notion or knowledge base platforms
• Spreadsheets: Advanced Google Sheets or Excel for data tracking
• Scheduling: Appointment scheduling and calendar management systems
• Automation Tools: Experience creating workflow automations to improve efficiency

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote — work from anywhere
• Generous PTO: In accordance with company policy
• Direct Mentorship: Access to global industry leaders
• Learning & Development: Continuous growth resources
• Global Networking: Work with international teams
• Health Coverage (Philippines only): HMO after 3 months (full‑time)