Patient Coordinator (Intake) (Remote)

Job Description: Patient Care Coordinator – 100% Remote (US Hours)

Positions Available:2 Full-Time Openings

Location:100% Remote (Open to talent in Latin America and South Africa)

Hours:Full-Time, Monday through Friday, scheduled within 8:30 AM – 7:00 PM US Eastern Standard Time (EST)

Reports To:Director of Business Development

About the Practice

We are a modern, multi-specialty healthcare practice specializing in advanced pain management, chiropractic care, physical therapy, sports medicine, and recovery services. Operating under a progressive management company, we are transitioning our front-office operations to an elite, remote team as we shift to a cash-pay patient model.

We build our reputation around three core elements: an exceptional patient experience, a friction-free onboarding process, and highly organized clinic logistics. We are not a high-volume mill. Every patient receives quality, dedicated care from our providers, and we expect that same high level of empathy and dedication from the very first phone call.

Position Overview

The Patient Care Coordinator is the critical first voice a patient hears. You are responsible for guiding individuals from their initial inquiry to a confirmed appointment in front of a provider.

This is an active, consultative sales and scheduling role rather than an order-taking position. Most people calling our practice have been in chronic pain for months or years. Your job is to listen intently, build trust quickly, conduct phone evaluations using our structured scripts, and confidently guide them to book their initial assessment—collecting deposits right on the call. While we provide comprehensive training, an elite verbal phone presence and an assertive mindset are essential to protect our scheduling show rates.

Key Responsibilities

1. Inbound Intake, Evaluations & Conversion
* Serve as the primary point of contact for all new patient inquiries via inbound calls, web forms, and advertising leads.
* Respond to every new lead within 5 minutes during business hours.
* Conduct warm, script-driven discovery conversations to evaluate patient needs: tracking what hurts, duration, and lifestyle impacts.
* Confidently book the initial assessment and securely collect the required deposit over the phone at the time of booking—with zero exceptions.
* Execute a disciplined, multi-touch follow-up cadence (calls, texts, emails) for leads who do not book on first contact.

2. Schedule Optimization & Show Rate Protection
* Manage and optimize provider schedules, strategically eliminating gaps and last-minute openings.
* Execute our strict confirmation sequence (text, email, and live calls the day prior) to maximize patient show rates.
* Proactively call every missed or cancelled appointment to immediately reschedule the visit.
* Work the daily recall list, ensuring 100% of active patients without a future visit scheduled receive an outreach call.

3. Patient Retention & Plan of Care Management
* Protect patient visit frequencies to ensure optimal recovery outcomes (e.g., maintaining a prescribed three-visits-a-week plan).
* When a cancellation occurs, actively "work the ladder" to schedule a make-up visit within the same week or next available day so the patient stays on track.
* Track and report the Missed Appointment Average (MAA) daily.

4. Records Requests, Admin & Technical Handoffs
* Manage initial intake forms and request relevant medical records so patients arrive fully prepared.
* Write detailed, comprehensive handoff notes in the CRM for every booked assessment so the clinical team knows the patient's history before they walk in.
* Maintain flawless data hygiene by documenting the outcome and next steps of every call in the system.

5. Patient Privacy & Confidentiality (HIPAA Compliance)
* Handle Protected Health Information (PHI) in strict accordance with US federal privacy laws (HIPAA), regardless of your operating country.
* Complete mandatory HIPAA training prior to handling live calls and sign a binding confidentiality agreement.
* Maintain a secure, entirely private remote workspace where screens cannot be seen and calls cannot be overheard by others.

Position Requirements

Experience & Attributes
* Elite Spoken English:Exceptional spoken English with a clear, neutral, easily understood accent. As a US patient-facing role, an elite verbal presence is the single most important requirement.
* Phone Presence & Sales Mindset:Strong, natural phone presence. Able to build rapport in under 30 seconds, confidently navigate script-driven phone evaluations, and ask for deposit payments without flinching.
* Professional Background:1–2 years of experience in a high-volume, phone-based, customer-facing role (e.g., appointment setting, inside sales, lead development, call center, or hospitality). Healthcare experience is a plus butnot required; we will train you on our specific medical vocabulary.
* Resilience & Grit:High comfort level with following up pe