Patient Care Coordinator
New
California residency. This is a remote role, but you must be located in California and able to work standard Pacific Time business hours., Pacific Time business hoursFull-TimeSenior
Salary60,000 - 70,000 USD per year
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Job Details
- Languages
- Bilingual English/Spanish
- Experience
- 5+ years of experience
- Required Skills
- EHRHIPAA
Requirements
- 5+ years of experience in patient-facing healthcare operations — patient services, care coordination, medical office, call center, or a similar role with high-volume patient outreach.
- Bilingual English/Spanish — fluent in both written and spoken communication. Roughly 30% of our patient population is Spanish-preferred, and you'll be conducting consent conversations and scheduling calls in both languages.
- California residency. This is a remote role, but you must be located in California and able to work standard Pacific Time business hours.
- Strong working knowledge of HIPAA and patient privacy practices, with hands-on experience handling PHI day to day.
- Comfort with high outbound call volume (typically 40–60 dispositions per day) while maintaining warmth and professionalism on every call.
- Experience working with elderly patients and/or patients managing chronic conditions ability to slow down, simplify, and confirm understanding.
- Proficiency with modern healthcare or contact-center software — experience with EHR systems, contact-center platforms (Five9, Amazon Connect, Genesys, or similar), or patient scheduling tools.
- Excellent written and verbal communication — clear, accurate, and empathetic.
- Reliable home internet, a quiet workspace suitable for confidential patient conversations, and ability to work a standard 40-hour week with predictable schedule.
Responsibilities
- Make outbound calls to newly-referred patients within our SLA window (typically within 24 hours of referral), explain Circadia’s program clearly and warmly, and answer questions in plain language.
- Verify patient identity on each call per HIPAA-compliant protocols before discussing any program details.
- Capture verbal consent using approved scripts, ensuring each affirmation is logged accurately and the recording is properly tagged in our system.
- Schedule the initial in-home visit by capturing patient preferences (days, times, address details, access notes, language needs) and routing the case to our NP scheduling queue.
- Schedule visits for NPs at Short Term Nursing Facilities - monitor our current needs for visits at various SNFs and schedule NPs (per diem and full time) to address volumes.
- Run the retry cadence for patients who don’t answer the first call — work the queue, log every attempt, and disposition cases per policy.
- Manage appointment confirmations and reminders — outbound calls and SMS for patients who don’t self-confirm, handling reschedule requests in real time.
- Handle cancellations and no-shows by reaching out to reschedule, capturing reasons, and coordinating with the scheduling team to backfill open NP slots.
- Maintain accurate records in our orchestration platform — every call, every disposition, every patient note, every consent artifact.
- Surface patterns and friction from the calls you take to help us refine scripts, cadences, and the overall patient experience. Your feedback shapes the playbook.
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