[Hiring] Patient Coordinator / Virtual Receptionist @Somewhere

Role Description

This role is critical to the patient experience. Today, inbound calls are sometimes missed due to:

• Provider being in surgery
• Staff being tied up in-clinic
• After-hours gaps

You will act as the first point of contact for patients, ensuring every interaction is handled professionally, promptly, and with care. This is a high-trust, communication-first role, ideal for someone who is organized, personable, and thrives in a patient-facing support position.

What You’ll Own

• Inbound Call Management (Primary Responsibility)
  • Answer incoming patient calls in a timely, professional manner
  • Handle:
    • New patient inquiries
    • Appointment requests
    • General questions
  • Route more complex or clinical questions to the provider when needed
  • Ensure zero missed opportunities from inbound demand
• Appointment Coordination
  • Schedule and confirm appointments
  • Manage calendar availability
  • Coordinate follow-ups and rescheduling
  • Ensure smooth patient flow and accurate booking
• Patient Communication & Experience
  • Deliver a warm, professional, and empathetic experience on every call
  • Act as a reliable point of contact for patients
  • Ensure clear communication and proper expectation setting
• Call Triage & Escalation
  • Identify what can be handled directly vs escalated
  • Pass clinical or complex cases to the provider
  • Keep communication organized and documented
• (Optional – High Leverage Add-On)
  • Depending on candidate capability, this role can expand into:
    • Inbox/email management
    • Calendar optimization
    • Administrative support for the provider
  • (This is not required but considered a strong plus.)

Qualifications

• 1–3+ years in:
  • Customer service
  • Virtual receptionist / call center
  • Administrative support
• Excellent English communication (clear, friendly, professional)
• Strong phone presence (this is a voice-heavy role)
• Highly organized and reliable

Requirements

• Experience in:
  • Healthcare / medical offices
  • Scheduling or appointment coordination
  • Executive assistant or admin support roles

Profile Fit

• Patient-first mindset (empathetic, calm, professional)
• Strong attention to detail
• Able to multitask and stay organized during call flow
• Comfortable working independently in a remote setup

Working Hours

• Primary coverage during CST business hours
• Ideal coverage window: 8:00 AM – 6:00 PM CST
• Some flexibility for extended coverage is a plus

Tools & Systems

• You may be required to work with:
  • VoIP / call forwarding systems
  • Scheduling/calendar tools
  • Basic communication platforms (Google Meet, etc.)
• (Training and setup guidance will be provided.)

Why This Role Matters

This is not just a receptionist role. You are directly impacting:

• Patient acquisition
• Patient retention
• Overall clinic growth

By ensuring every call is answered and handled properly, you play a key role in helping the practice scale efficiently.