[Hiring] Patient Coordinator (Intake) @Somewhere

Role Description

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

• 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.
• 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.
• 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.
• 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.
• 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.

Qualifications

• Exceptional spoken English with a clear, neutral, easily understood accent.
• Strong, natural phone presence; able to build rapport in under 30 seconds.
• 1–2 years of experience in a high-volume, phone-based, customer-facing role.
• High comfort level with following up persistently; not discouraged by initial rejections or unanswered calls.
• Fluent in navigating CRM platforms, scheduling software, and digital communication tools.

Requirements

• A reliable, secure, and password-protected high-speed internet connection (wired connection preferred).
• A private, quiet, dedicated home office space completely free of background or household noise.
• A high-quality, noise-cancelling USB headset.
• Documented power backup (UPS/inverter) and backup internet solutions (mobile hotspot) to guarantee uninterrupted presence during shifts.

Performance Targets & Success Metrics

• Book Rate: 40%+
• Show Rate: 70% floor / 85% target
• Missed Appointment Average (MAA): 10% or lower
• Speed to Lead: Under 5 minutes
• Documentation & Compliance: 100% completion of recall lists and handoff notes

What We Provide

• Full paid training covering our clinical playbook, script compliance, objection handling, and patient privacy (HIPAA).
• Access to all proprietary software, dialing systems, and CRM infrastructure.
• Consistent, ongoing one-on-one performance support and development.

Compensation & Engagement Structure

• Status: Full-time independent contractor, employed under our specialized management company framework.
• Remuneration: Competitive monthly contractor flat rate, paid directly in USD.
• Compliance Note: Contractors are independently responsible for managing their own local income tax filings, healthcare provisions, and regional statutory benefits.