Virtual Patient Care Coordinator

We are seeking an exceptionally compassionate, articulate, and detail-oriented Virtual Patient Care Coordinator to manage the virtual front office operations for our premium, private-pay healthcare practice. Operating in a high-touch, concierge clinical environment, our practice represents compassionate care, seamless administrative workflows, and an elite patient experience.

This is a dynamic, high-engagement patient coordination role. You will serve as the primary voice and digital face of our clinic - answering live patient calls, guiding prospective clients through our care model, and confidently discussing out-of-pocket costs and reimbursement procedures. The ideal candidate will possess direct experience in psychiatry, behavioral health, concierge medicine, or private-pay practices, paired with an exceptionally warm, reassuring, and professional phone presence.

Schedule & Working Hours

Working Hours: Monday – Friday, Pacific Standard Time (PST)

Shift Details: Initially starting at 30–35 hours per week (9:00 AM – 3:00 PM PST), with a transition to full-time 40 hours per week (9:00 AM – 5:00 PM PST) after the initial 30 days.

VA's Top 3 Daily Tasks

Live Patient Call Management: Answering inbound and outbound calls from prospective and existing patients with a warm, calm, and professional demeanor.

Patient Eligibility & Screening: Explaining practice services, screening prospective clients against basic eligibility requirements, and routing inquiries appropriately.

Private-Pay Fee Discussion: Confidently presenting out-of-pocket fee structures using approved practice language and guiding patients through out-of-network reimbursement workflows.

Core Responsibilities

Patient Intake & Care Coordination

Concierge Call Handling: Serve as the main point of contact for patient phone calls, delivering an exceptionally attentive, clear, and reassuring phone presence.

Service Explanation & Screening: Educate new callers on our clinical services, conduct basic eligibility screenings, and ensure patients are directed to the right care pathway.

Financial Transparency: Discuss private-pay rates, answer superbill and out-of-network reimbursement questions, and collect payments using pre-approved scripts and guidelines.

Consultation Scheduling: Manage provider calendars to schedule consultations, intake evaluations, and follow-up visits without overbooking.

Administrative & Multi-System Management

System & Message Oversight: Monitor and respond promptly to messages across our EHR, secure messaging platforms, email inbox, and task management channels.

End-to-End Inquiry Tracking: Take complete ownership of all intake leads and administrative tasks to guarantee that no patient call or inquiry falls through the cracks.

Provider & Staff Liaison: Coordinate seamlessly with clinical providers and on-site staff to maintain synchronized practice communications and patient follow-through.

Requirements

Specialty Experience: Prior administrative experience in Psychiatry, Behavioral Health, Concierge Medicine, or Private-Pay Medical Practices is required.

Phonetic & Verbal Excellence: Native or near-native English fluency with a warm, empathetic, and highly professional phone voice suitable for sensitive patient communications.

Financial Communication Literacy: Proven experience discussing out-of-pocket fees, private-pay healthcare models, superbills, and out-of-network insurance reimbursement.

Multi-System Competency: Ability to navigate multiple software tools simultaneously (EHR platforms, secure messaging software, Gmail, scheduling calendars, and task management systems).

Sound Clinical Judgment: Strong emotional intelligence and discretion when handling sensitive or high-stress patient situations.

HIPAA-Compliant Remote Setup: A completely private, quiet, and secure home office environment equipped with reliable high-speed internet, a secure computer, and a professional headset.

Ideal Candidate Profile

The ideal candidate is a reliable, empathetic care coordinator who brings a grounding, professional presence to every patient interaction. You excel at translating complex private-pay billing details into simple, welcoming language and possess the organization skills needed to keep multi-system administrative tasks completely up to date.