Remote Patient Intake & Care Coordinator Lead

Role Summary

We are seeking a Remote Patient Intake & Care Coordinator Lead to manage inbound patient inquiries, convert leads into scheduled evaluations, complete insurance verifications and pre-authorizations, and coordinate care between patients and providers. This role requires strong spoken and written English, confidence on phone calls, familiarity with U.S. medical insurance processes, and the ability to manage multiple active cases simultaneously. The coordinator serves as the primary point of contact for patients from initial inquiry through treatment completion. This position offers a clear path to a Team Lead role based on performance . The successful candidate will initially perform hands-on patient intake, insurance verification, and care coordination duties, with the opportunity to help train, mentor, and eventually lead a team.

Responsibilities

• Answer inbound calls from prospective and active patients
• Respond to emails and messages in a timely, professional manner
• Explain services, treatment processes, and next steps clearly
• Convert qualified inquiries into scheduled evaluations
• Schedule appointments and maintain accurate calendars
• Verify insurance eligibility and benefits
• Complete and submit prior authorization and pre-authorization requests
• Gather required documentation to support medical necessity
• Follow up with insurance payers to obtain approval status
• Track authorization approvals, denials, and expirations
• Communicate coverage details and financial responsibility to patients clearly
• Coordinate scheduling and documentation needs with medical providers
• Ensure required intake forms and consents are completed
• Maintain accurate documentation in CRM/EMR systems
• Follow up with patients regarding missing documentation or authorization updates
• Support continuity of care through proactive communication
• Follow up on missed calls and unconverted leads
• Maintain organized tracking of active and pending cases
• Conduct check-ins with active patients
• Re-engage patients who discontinue or pause treatment

Perform other tasks related to the position.

Requirements

• Excellent English communication skills (verbal and written).
• Excellent professional and communication skills, allowing for effective collaboration with clients, vendors, and teammates.
• Experience in U.S. medical office administration, patient intake, or healthcare coordination.
• Comfortable handling phone-based communication with patients.
• Experience using CRM, EMR, or EHR systems.
• Strong organizational skills and ability to manage multiple cases simultaneously.
• Previous leadership, supervisory, mentoring, or team training experience.
• Strong leadership potential and interest in managing a team in the near future.

Preferred Qualifications

• Experience in behavioral health or psychiatry.
• Experience working with U.S.-based healthcare organizations.
• Experience in consultative phone sales or lead conversion.
• Experience completing insurance verifications and prior authorizations.
• Strong understanding of U.S. commercial insurance processes.
• Experience improving processes, workflows, or operational efficiency.
• Must be comfortable making and receiving calls to/from patients and insurance companies.
• Must maintain HIPAA compliance and confidentiality standards.
• Must demonstrate professionalism, empathy, and strong follow-through.
• Proven ability to meet deadlines consistently in a fast-paced environment.
• Comfortable working within structured processes and established workflows.
• Ability to quickly learn new systems, software, and workflows.
• Proficiency with Microsoft Office (Word, Excel, Outlook), and standard business tools (email, spreadsheets, document management).
• Out-of-the-box thinker, highly adaptable, reliable, self-motivated, and confident approach.
• Positive attitude and the ability to learn and adapt quickly.
• Ability to understand and follow established processes accurately with minimal supervision.
• Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs.
• Interested in long-term career opportunities.
• Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.
• Compensation in USD.
• Full-time position with 40 hours weekly. 9 AM - 5 PM EST)
• Please note that this is a long-term opportunity.
• Great work environment with potential for growth.