[Hiring] Patient Care Coordinator @Pearl

Role Description

As Patient Referral Coordinator, you'll call patients flagged by the platform for specialist follow-up, explain in plain language why the referral matters, address questions or hesitations, and help them book their next appointment — either directly or via follow-up text, email, or voicemail. The role starts light and is expected to scale over the coming months as referral volume grows; success is measured by booking conversion rate and how quickly you respond to new referral notifications.

Core Responsibilities

• Patient Outreach & Booking
  • Call referral-eligible patients flagged by the platform, starting at approximately 5 patients per day and scaling over time.
  • Explain in plain language why a specialist referral is needed based on the patient's care gap.
  • Address patient objections and questions with empathy, guiding them toward booking without pressure.
  • Book appointments directly through the internal dashboard or coordinate with the patient's preferred provider.
  • Maintain a booking conversion rate of 80%+ across all eligible patients contacted.
• Follow-Up & Patient Communication
  • Leave voicemails and send text/email follow-ups for patients who don't answer on the first attempt.
  • Re-contact patients from previous days who have not yet booked.
  • Research and answer patient questions about insurance, logistics, or referral reasoning.
  • Escalate clinical questions outside scope to the appropriate internal contact.
• Dashboard & Compliance
  • Review overnight patient notifications each morning via the internal dashboard.
  • Update patient status (booked, no answer, declined, follow-up needed) using the platform's workflow tools.
  • Access and review medical record summaries to understand patient context before calling.
  • Handle Protected Health Information (PHI) in accordance with HIPAA and company data protocols.
  • Maintain accurate documentation of all patient interactions.

Qualifications

• 2+ years of experience in patient-facing healthcare coordination, medical customer service, or healthcare BPO roles involving outbound phone communication.
• Demonstrated experience with objection-handling or conversion-focused communication (e.g., appointment-setting, booking rate metrics, or persuasion-based customer service).
• Experience working directly with US-based patients, clients, or customers by phone.
• C2 CEFR English fluency (near-native, unobstructive accent for US patient-facing calls).
• Experience navigating CRM, scheduling, or patient management dashboards.
• Demonstrated ability to work independently with minimal supervision (e.g., small-team, startup, or remote BPO environment).
• Availability to work 9:00 AM–5:00 PM Central Time.

Requirements

• Nice-to-Have
  • Spanish-English bilingual fluency (B2+ CEFR Spanish).
  • Familiarity with medical terminology, ICD diagnosis codes, or insurance verification processes.
  • Prior HIPAA or PHI handling training.
  • Experience in an early-stage startup or fast-scaling, low-structure environment.

Benefits

• Competitive Salary: Based on experience and skills.
• Remote Work: Fully remote—work from anywhere.
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting.
• Generous PTO: In accordance with company policy.
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees.
• Direct Mentorship: Guidance from international industry experts.
• Learning & Development: Ongoing access to resources for professional growth.
• Global Networking: Connect with professionals worldwide.

Our Recruitment Process

• Application
• Screening
• Skills Assessment
• Topgrading Interview
• Client Interview
• Job Offer
• Client Onboarding

Ready to Join Us?

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.