Patient Coordinator

Remote – Full-Time
Schedule: Monday – Friday | 9:00 AM – 6:00 PM Eastern Time
Industry: Healthcare / Personal Injury

About the Role

The Patient Coordinator serves as the primary point of contact for patients and is responsible for ensuring appointments are properly scheduled, confirmed, attended, and coordinated with the appropriate providers.

The Coordinator plays a central role in creating a smooth patient experience by managing appointment scheduling, reminders, patient follow-up, provider communication, and accurate documentation.

Many patients are recovering from accidents and may be navigating emotional or physical challenges. For this reason, the position requires a communication style that combines professionalism, responsiveness, patience, and empathy.

The Patient Coordinator must be highly organized and comfortable managing multiple appointments, patient inquiries, provider schedules, and follow-up responsibilities simultaneously.

Success in this position means patients are connected to the appropriate provider quickly, appointments remain organized, missed appointments are actively addressed, and every interaction is accurately documented.

Key Responsibilities

Scheduling & Coordination

• Schedule patient appointments with appropriate providers.
• Coordinate:
  • Initial assessments.
  • Therapy sessions.
  • Follow-up appointments.
• Confirm provider availability.
• Maintain accurate appointment schedules.
• Send appointment reminders.
• Send text reminders.
• Make confirmation calls when required.
• Confirm appointments to improve attendance.
• Follow up on missed appointments.
• Reschedule missed appointments as appropriate.
• Address scheduling conflicts promptly.
• Resolve appointment issues professionally.
• Keep schedules organized and current.
• Help ensure patients are connected with the correct provider as quickly as possible.

Patient & Provider Communication

• Handle inbound patient calls.
• Conduct outbound patient calls.
• Manage patient text messages.
• Respond to patient inquiries.
• Serve as the primary point of contact for scheduling-related questions.
• Connect patients to the appropriate provider.
• Communicate appointment information clearly.
• Provide appropriate appointment updates.
• Coordinate with providers regarding schedule changes.
• Coordinate with the operations team.
• Maintain consistent communication across patients, providers, and operations.
• Help keep patient flow on schedule.
• Maintain a professional and empathetic communication style.

Documentation & Reporting

• Record all patient interactions in the company system.
• Document appointment statuses.
• Document patient updates.
• Record scheduling changes.
• Maintain accurate and current patient coordination information.
• Follow established documentation standards.
• Maintain HIPAA compliance.
• Protect confidential patient information.
• Generate daily or weekly reports.
• Track:
  • Scheduled appointments.
  • Confirmations.
  • Attendance.
  • Missed appointments.
  • Follow-up activity.
• Provide leadership with accurate operational information.

Patient Support & Problem Resolution

• Serve as the main point of contact for patient inquiries related to coordination.
• Respond to scheduling concerns.
• Resolve appointment conflicts.
• Help patients navigate scheduling changes.
• Follow up promptly when appointments are missed.
• Maintain professionalism during difficult or sensitive conversations.
• Communicate empathetically with patients recovering from accidents.
• Identify issues affecting patient experience.
• Coordinate internally when additional support is required.
• Contribute to workflow improvements that enhance:
  • Patient experience.
  • Provider experience.
  • Scheduling efficiency.

Typical Workday

A typical workday may include:

Schedule Review

• Review upcoming appointments.
• Identify pending confirmations.
• Review outstanding patient follow-ups.
• Identify scheduling conflicts.
• Prepare for upcoming provider schedules.

Appointment Confirmation

• Send appointment reminders.
• Make confirmation calls.
• Send confirmation texts.
• Track patient responses.
• Update appointment statuses.

Patient Coordination

• Respond to inbound patient calls.
• Respond to text messages.
• Contact patients requiring follow-up.
• Connect patients with the appropriate provider.
• Provide appointment details and updates.

Provider & Operations Communication

• Communicate scheduling updates to providers.
• Coordinate with the operations team.
• Resolve scheduling issues.
• Communicate cancellations or appointment changes.

Missed Appointment Follow-Up

• Identify missed appointments.
• Contact patients.
• Determine whether rescheduling is appropriate.
• Coordinate new appointment times.
• Update the company system.

Documentation

• Document all patient interactions.
• Update appointment statuses.
• Maintain accurate notes.
• Prepare the following day's schedule.
• Complete required reporting.

Typical Workweek

Monday – Friday | 9:00 AM – 6:00 PM Eastern Time

Throughout a typical week, the Patient Coordinator will:

• Manage patient scheduling.
• Coordinate appointments with providers.
• Send reminders.
• Confirm appointments.
• Follow up on missed appointments.
• Reschedule patients as necessary.
• Respond to patient calls and text messages.
• Maintain communication with providers.
• Coordinate with the operations team.
• Document patient interactions.
• Maintain accurate appointment statuses.
• Generate required reports.
• Monitor appointment attendance.
• Identify opportunities to reduce missed or rescheduled appointments.

Qualifications

Required

• Minimum of 2 years of experience in one or more of the following:
  • Customer service.
  • Scheduling.
  • Patient coordination.
• Excellent verbal English communication skills.
• Excellent written English communication skills.
• Strong organizational skills.
• High degree of accuracy.
• Strong accountability.
• Ability to multitask.
• Ability to manage multiple appointments and follow-ups simultaneously.
• Experience with:
  • CRM systems.
  • Scheduling systems.
  • Phone systems.
  • Texting platforms.
• Understanding of HIPAA requirements.
• Understanding of patient confidentiality.
• Ability to securely handle patient information.
• Ability to adapt to a fast-paced remote work environment.
• Professional and empathetic communication style.

Preferred

• Previous healthcare experience.
• Medical administration experience.
• Personal Injury industry experience.
• Patient-facing administrative experience.
• Spanish language skills are a plus.

Core Competencies

The ideal Patient Coordinator demonstrates strength in:

• Patient Coordination
• Appointment Scheduling
• Appointment Confirmation
• Patient Follow-Up
• Patient Communication
• Provider Coordination
• Customer Service
• CRM Management
• Documentation
• HIPAA Compliance
• Patient Confidentiality
• Problem Resolution
• Organization
• Multitasking
• Accuracy
• Accountability
• Empathy
• Professional Communication
• Time Management
• Remote Work Independence

Performance Evaluation & Accountability

Performance will be evaluated based on the Coordinator's ability to maintain an accurate, responsive, and patient-centered scheduling operation.

Primary performance areas include:

• Scheduling accuracy.
• Timeliness of appointment coordination.
• Patient satisfaction.
• Follow-up responsiveness.
• Documentation quality.
• HIPAA compliance.
• Response time to inquiries.
• Issue-resolution speed.
• Appointment confirmations.
• Patient attendance.
• Reduction in missed appointments.
• Professional communication with patients and providers.

Key Performance Indicators (KPIs)

• Appointment Confirmation & Attendance: Maintain a 95%+ appointment confirmation and attendance rate.
• Documentation Accuracy: Maintain 100% accurate documentation in the company system.
• Patient Inquiry Response Time: Maintain an average response time of under 24 hours.
• Missed Appointment Reduction: Demonstrate reduction in missed or unnecessarily rescheduled appointments.
• Patient & Team Satisfaction: Maintain consistent positive feedback from:
  • Patients.
  • Providers.
  • Leadership.

Reporting Structure

The Patient Coordinator works closely with:

• Providers.
• Operations Team.
• Leadership.
• Patients.

The Coordinator is responsible for maintaining clear communication between these groups and ensuring scheduling information remains accurate and current.

Regular reporting should provide visibility into:

• Upcoming appointments.
• Confirmations.
• Attendance.
• Missed appointments.
• Rescheduling activity.
• Patient follow-up.

Software & Tools

• Patient Management / CRM System – Training provided during onboarding.
• Scheduling System – Appointment management and coordination.
• Dialpad – Calls and patient text reminders.
• Google Workspace – Communication and productivity.
• Microsoft Office Suite – Documentation and administrative support.
• Hubstaff – Time and activity tracking provided by Virtrify.

90-Day Onboarding Plan

Phase 1 – Orientation & System Training | Weeks 1–3

During the first phase, the Patient Coordinator will:

• Complete company onboarding.
• Learn internal processes.
• Learn the team structure.
• Receive access to required platforms.
• Complete HIPAA training.
• Complete patient-confidentiality training.
• Review communication procedures.
• Review scheduling procedures.
• Learn appointment-confirmation workflows.
• Complete hands-on scheduling-system training.
• Complete Dialpad training.
• Observe patient communication workflows.
• Become familiar with provider coordination requirements.

Phase 2 – Operational Integration | Weeks 4–8

During the second phase, the Patient Coordinator will:

• Begin managing a limited group of appointments.
• Handle assigned patient follow-ups.
• Send appointment reminders.
• Conduct confirmation calls and texts.
• Assist with rescheduling.
• Begin documenting patient interactions independently.
• Support data entry.
• Participate in patient communication.
• Assist with report generation.
• Participate in weekly performance check-ins.
• Receive feedback regarding:
  • Accuracy.
  • Communication.
  • Responsiveness.
  • Areas for improvement.

Phase 3 – Full Integration | Weeks 9–12

By the end of the onboarding period, the Patient Coordinator will:

• Take full ownership of assigned scheduling responsibilities.
• Independently coordinate patient appointments.
• Manage appointment confirmations.
• Manage patient follow-up.
• Handle patient communication.
• Coordinate with providers.
• Operate independently with full accountability for assigned responsibilities.
• Maintain accurate documentation.
• Achieve established KPIs for:
  • Accuracy.
  • Timeliness.
  • Patient satisfaction.
• Identify workflow improvement opportunities.
• Provide feedback regarding potential process enhancements.
• Receive a monthly time and activity report from Virtrify during the first 90 days.

Work Environment

• Fully remote position.
• Full-Time.
• Monday – Friday | 9:00 AM – 6:00 PM Eastern Time.
• Quiet and professional remote workspace required.
• Reliable high-speed internet connection.
• Updated computer system required.
• Consistent availability throughout scheduled working hours.
• Secure handling of patient information required.
• Strict HIPAA compliance.
• Ability to work independently.
• Comfortable managing multiple priorities in a fast-paced remote environment.

About the Company

Our client is a virtual mental health provider focused on supporting individuals recovering from personal injuries.

The organization provides virtual mental health services across the United States, including:

• Trauma and PTSD treatment.
• Anxiety and stress management.
• Sleep and emotional recovery support.
• Psychological evaluations.

The organization serves individuals who may require emotional support following accidents and works closely with Personal Injury law firms that rely on accurate, professional documentation for legal purposes.

As patient volume grows, maintaining effective coordination between patients, providers, and operations becomes increasingly important.

The Patient Coordinator plays a central role in this structure by ensuring:

• Patients receive timely communication.
• Appointments are accurately scheduled.
• Patients receive reminders.
• Missed appointments receive appropriate follow-up.
• Providers receive accurate scheduling information.
• Patient interactions are properly documented.
• Patient confidentiality is maintained.

The organization places significant importance on accuracy, responsiveness, professionalism, empathy, and patient confidentiality.

Final Notes

The Patient Coordinator is expected to become the operational owner of assigned patient scheduling and coordination responsibilities.

Success in this position means:

• Patients are connected to the appropriate providers quickly.
• Appointments are scheduled accurately.
• Appointment reminders are consistently sent.
• Patients receive confirmation calls and texts when required.
• Missed appointments receive proactive follow-up.
• Rescheduling is handled promptly.
• Scheduling conflicts are resolved professionally.
• Patient inquiries receive responses in under 24 hours on average.
• Appointment confirmation and attendance remain at or above the 95% target.
• Patient documentation maintains 100% accuracy.
• Every patient interaction is properly documented.
• Providers and operations receive timely scheduling updates.
• HIPAA and confidentiality requirements are consistently maintained.
• Patients receive professional and empathetic support throughout the coordination process.
• Missed and unnecessarily rescheduled appointments decrease over time.
• Leadership receives accurate reporting.
• By the end of the first 90 days, the Coordinator independently manages assigned scheduling, patient communication, and provider coordination while meeting established standards for accuracy, timeliness, and patient satisfaction.