Patient Care Coordinator

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Catena

WebsiteLinkedInAll Job Openings

1 - 10 employees

👥 HR Tech

🏢 Enterprise

🎯 Recruiter

HR Tech • Enterprise • Recruitment

Catena, now known as Pearl Talent, is a company that specializes in helping organizations hire top remote talent from overseas, primarily focusing on candidates from the Philippines and Latin America. They offer a rigorous vetting process to ensure they provide highly capable candidates equipped with modern software skills and fluent English proficiency. Pearl Talent provides two main hiring services: Managed Services, which handles compliance, payroll, and training, and Direct Placement for companies that manage hires internally. They focus on long-term retention and quality in their hiring processes, aiming to build high-performing remote teams for a range of industries including healthcare, real estate, and finance.

📋 Description

• Act as first line of contact for patient inquiries across platforms—EHR, secure chat, phone, and messaging • Respond to inbound patient messages and communications promptly and empathetically • Educate patients about telehealth services, clinical trials, and specialty care options • Guide patients through platform usage, study protocols, and care processes with clarity • Handle scheduling, appointment coordination, prescription management, and follow-ups • Address patient concerns with personalized, compassionate solutions and active listening • Provide clear communication about study details, requirements, and next steps • Ensure patient-related inquiries are handled in timely manner through clinical team collaboration • Set and maintain high expectations for family care standards and patient experience • Conduct initial outreach to patients interested in clinical trials or specialty care services • Administer secondary pre-screener questionnaires and qualification assessments • Guide patients through onboarding process, explaining services, requirements, and addressing questions • Work closely with clinical teams and external providers to coordinate diagnostic testing, imaging, and referrals • Manage prior authorizations, insurance coordination, and healthcare system navigation • Track patient progress across the care journey ensuring continuity of care • Send appointment reminders, follow-ups, and medication/treatment adherence communications • Guide families through complexities of healthcare system providing support at every step • Serve as patient advocate offering encouragement and assistance during challenging moments • Manage the family care pipeline closely with clinical teams for seamless experience • Flag care gaps, systemic barriers, and financial obstacles to appropriate teams • Accurately log patient interactions, details, and progress in CRM and EHR systems • Serve as Medical Scribe documenting patient encounters and physician notes in EMR • Maintain HIPAA-compliant documentation and confidential patient records • Ensure timely and precise medical documentation supporting high-quality patient care • Handle sensitive patient information with strict confidentiality protocols • Maintain accurate records ensuring compliance with HIPAA and regulatory standards • Track patient data systematically for reporting and care coordination purposes • Collaborate with operations, recruitment, clinical, product, and documentation teams • Act as liaison fostering collaboration across departments to advance organizational mission • Provide valuable insights and feedback to improve processes and enhance patient experience • Document patient feedback contributing to workflow enhancements and service improvements • Participate in team meetings and continuous process improvement efforts • Stay up-to-date on new products, features, and best practices in telehealth and specialty care • Use and create automations to create operational leverage and reduce manual tasks • Escalate complex cases to higher-level support when necessary with detailed context

🎯 Requirements

• Experience: 1-2+ years in patient support roles, healthcare, clinical research, telemedicine, care coordination, case management, customer success, or phone-based customer service • Healthcare Background: Prior experience in US healthcare settings with understanding of healthcare systems, insurance, referrals, and care processes • Communication: Excellent written and verbal English communication skills with compassionate, empathetic approach to patient care • Medical Knowledge: Familiarity with medical terminology and clinical documentation • HIPAA Compliance: Knowledge of HIPAA regulations, data protection standards, and confidential information handling • Tech Proficiency: High level of tech proficiency navigating CRM, EHR/EMR systems, and data management platforms seamlessly • Organization: Exceptional organizational skills and attention to detail managing multiple patient interactions consistently • Problem-Solving: Strong creative problem-solving and troubleshooting abilities • Empathy: Ability to handle sensitive patient information and challenging situations with professionalism and genuine care • Proactive Communication: Anticipating patient needs and addressing them promptly with professional demeanor • Multitasking: Proven ability to manage complex projects and multiple priorities in fast-paced clinical environments • Adaptability: Positive approach to change and ability to thrive in dynamic healthcare settings • Good Clinical Practice (GCP) certificate (Preferred) • 1+ year experience as Medical Scribe in clinical or telehealth settings (Preferred) • Experience with Elation Health EHR or similar digital health platforms (Preferred) • Understanding of clinical research standards, trial protocols, and patient recruitment (Preferred) • Familiarity with appointment scheduling, billing processes, and prior authorization workflows (Preferred) • Knowledge of rare and complex chronic conditions (EDS, POTS, MCAS, etc.) (Preferred) • Experience in VC-backed digital health companies or healthcare startups (Preferred) • Ability to make clinical judgment calls and operationally sound decisions (Preferred) • Background supporting underserved or vulnerable patient populations (Preferred) • Spanish language proficiency for bilingual patient communication (Preferred) • Understanding of men's health, clinical trials, or specialty care environments (Preferred) • Passion for continuous learning and healthcare innovation (Preferred)

🏖️ Benefits

• Competitive Salary: Based on experience and skills • Remote Work: Fully remote — work from anywhere • Generous PTO: In accordance with company policy • Direct Mentorship: Access to global industry leaders • Learning & Development: Continuous growth resources • Global Networking: Work with international teams • Health Coverage (Philippines only): HMO after 3 months (full-time)