Medical Patient Coordinator

Role Summary

Job Title: Medical Patient Coordinator

Position type: Full-Time

Work hours: 8:30 AM to 5:30 PM Pacific Daylight Time

Work days: Monday to Friday

Job code: CG-MD

Workplace: Remote

Our client is seeking a compassionate, reliable, and highly organized Medical Patient Coordinator to support a growing U.S.-based medical practice serving patients with disabilities, chronic pain, neurologic conditions, and other complex healthcare needs.

As one of the primary points of contact for patients, you will manage incoming calls, new patient intake, appointment scheduling, patient follow-ups, and general administrative coordination. You will also provide clear information about the practice's services and cash-pay pricing, maintain accurate patient records, and appropriately escalate clinical questions or symptoms to the provider.

Because some patients may have mobility, cognitive, or communication challenges, the ideal candidate must demonstrate exceptional patience, empathy, listening skills, and professionalism . Experience supporting similar patient populations is highly preferred.

The practice's EHR is still being selected, so experience with a specific system is not required. The successful candidate should be comfortable learning new healthcare technology and workflows.

Scope of Work / Responsibilities

Patient Communication & Phone Management

Answer incoming patient calls and serve as the first point of contact for the practice

Provide a warm, empathetic, professional, and patient-centered experience on every call

Respond to patient and prospective patient inquiries

Provide clear and accurate information about the practice, available services, and cash-pay pricing

Answer general administrative questions within the scope of the role

Listen carefully to patient concerns and provide appropriate administrative assistance

Manage patient-facing phone communications through Google Voice

Follow up on patient communications as needed

Ensure patients receive timely and appropriate responses to their inquiries

New Patient Intake & Appointment Scheduling

Collect necessary patient information over the phone to simplify the new patient intake process

Assist with new patient onboarding and intake

Create and maintain patient entries within the EHR once the practice's system is implemented

Schedule, reschedule, and coordinate patient appointments

Assist patients who would like to schedule a consultation

Manage appointment-related communications, confirmations, and follow-ups

Ensure required patient information is collected and accurately documented

Maintain accurate and organized scheduling information

Patient Support & Care Coordination

Assist patients with general questions and non-clinical concerns

Communicate patiently and compassionately with individuals who may have mobility limitations, cognitive differences, chronic conditions, neurologic conditions, or other communication needs

Provide additional explanation or clarification when patients require more time or assistance

Assist with general patient support and care coordination

Receive symptom-related calls or medical concerns and accurately document the information

Escalate clinical questions, symptoms, and patient concerns to the appropriate provider for review rather than independently providing medical advice

Maintain clear professional boundaries between administrative support and clinical guidance

Help ensure patients receive appropriate administrative follow-up throughout their interactions with the practice

Administrative & Practice Support

Assist with managing the practice's general and patient-facing email inbox as needed

Maintain accurate and organized patient information

Assist with EHR documentation and patient records

Create superbills for patients when within the candidate's experience and capabilities

Provide administrative support related to scheduling, intake, documentation, and daily practice operations

Maintain patient confidentiality and handle sensitive information according to HIPAA requirements

Learn and adapt to new systems, workflows, and practice procedures as the organization grows

Top 3 Priorities

1. Patient Communication & Phone Management

Serve as a warm, empathetic, and professional first point of contact by answering incoming calls, responding to inquiries, listening carefully to patient concerns, and ensuring patients feel heard, respected, and supported.

1. Patient Intake & Appointment Scheduling

Collect necessary patient information, coordinate appointments, manage confirmations and follow-ups, and ensure an organized and supportive intake and scheduling experience.

1. Patient Coordination & Administrative Support

Provide clear information about services and cash-pay pricing, maintain accurate patient information, assist with EHR documentation and superbills when appropriate, and promptly escalate clinical concerns to the provider.

Requirements

Healthcare & Patient-Facing Experience

Previous patient-facing healthcare experience, ideally as a Medical Patient Coordinator, Medical Receptionist, Medical Assistant, Patient Care Coordinator, Medical Virtual Assistant, or similar role

• Strong experience handling patient inquiries, intake, scheduling, and follow-ups
• Familiarity with medical terminology and healthcare workflows
• Experience supporting patients through administrative and care coordination processes
• Experience working with U.S.-based healthcare practices is preferred
• Experience supporting specialized or complex patient populations is a strong advantage
• Patient Communication & Phone Skills
• Excellent phone etiquette with a warm, reassuring, and professional communication style
• Exceptional spoken and written English communication skills
• Strong listening skills and the ability to make patients feel heard, comfortable, and supported
• Genuine empathy, patience, and sensitivity when assisting patients
• Comfortable communicating with patients who may require additional time, clarification, or assistance
• Able to clearly and accurately explain the practice's services, policies, and cash-pay pricing
• Confident handling patient questions and concerns while remaining calm and professional
• Able to communicate information without providing medical advice or exceeding the scope of an administrative role
• Patient Intake, Scheduling & Administrative Skills
• Strong appointment scheduling and patient intake experience
• Highly organized with excellent attention to detail
• Able to maintain accurate and complete patient information
• Strong follow-through with patient communications and outstanding tasks
• Able to independently manage responsibilities and take ownership of patient follow-ups
• Reliable, responsive, and consistent
• Adaptable and comfortable learning new processes and technology
• Patient Safety, Privacy & Professional Boundaries
• Understanding of HIPAA principles and patient confidentiality
• Able to appropriately handle sensitive patient information
• Understands the distinction between administrative support and clinical advice
• Able to recognize when symptoms, medical questions, or other clinical concerns require escalation to the provider
• Comfortable documenting patient concerns accurately and escalating them promptly without independently providing medical guidance
• Highly Preferred Experience
• The following experience is strongly preferred but not required:

Professional or volunteer experience supporting individuals with disabilities, rehabilitation needs, chronic pain, neurologic conditions, cognitive differences, or complex medical conditions

• Experience working in rehabilitation, neurology, pain management, physical medicine, or similar healthcare settings
• Experience supporting patients who may have mobility or communication challenges
• Experience with patient care coordination and follow-up
• Experience creating or assisting with superbills
• Previous experience with EHR/EMR systems
• Experience using Google Voice or similar patient communication platforms
• Experience with a specific EHR is not required. The practice is still selecting its EHR platform, and the successful candidate will be expected to learn and adapt to the selected system.
• Ideal Candidate Profile

We are looking for someone who is

• Warm, compassionate, and genuinely patient-focused
• An excellent listener who makes patients feel comfortable and respected
• Patient with individuals who may need additional time or explanation
• Professional and confident on the phone
• Comfortable serving as the first point of contact for new and existing patients
• Able to communicate services, pricing, and administrative information clearly and accurately
• Highly organized and attentive to detail
• Reliable and consistent with patient follow-through
• Proactive and able to work independently
• Sensitive to the needs of individuals living with disabilities or complex medical conditions
• Able to maintain appropriate professional and clinical boundaries
• Adaptable and willing to learn new systems and workflows
• Genuinely interested in providing an exceptional experience to a specialized and underserved patient population
• Basic Requirements
• Must speak and write English clearly and professionally.
• Must have relevant work experience.
• Must be able to provide an NBI Clearance and/or Local Police Clearance before onboarding (mandatory).
• Must be available to attend video meetings with camera on when required.

Technical Requirements

• Computer: Reliable laptop or desktop computer.
• Internet: Stable high-speed internet connection (minimum 25 Mbps).
• Audio: Noise-canceling headset.
• Video: Working webcam for virtual meetings.
• Workspace: Quiet and professional work environment.

Benefits

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.
• These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, training, or allowances listed are optional contractor perks and not employee benefits.