Telephonic Health Services Coordinator
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Job Description
Telephonic coordinator enrolling chronic-care patients in AMC Health’s remote monitoring programs. Supporting care teams through patient engagement, EHR documentation, and service coordination.
Responsibilities:
- Conduct outbound outreach to newly enrolled prospective patients and explain Remote Patient Monitoring programs, services, benefits, features, and expectations
- Engage patients telephonically, establish rapport, answer questions, and encourage participation and adherence
- Complete Welcome Calls and Post-Physician Visit Updates
- Document patient information accurately in the electronic health record in accordance with policies and standards
- Collaborate with nurse care managers and the broader clinical care team to support patient care goals
- Track hospitalizations and notify nursing staff upon discharge
- Coordinate patient assistance services, including transportation, housekeeping, home modifications, and food assistance referrals
- Follow up with patients to confirm services have been initiated and meet expectations
- Respond to inbound patient, client, and provider inquiries and determine service needs
- Initiate communications by phone, fax, and email with patients, clients, physician offices, and care providers
- Maintain accurate provider contact information
- Escalate unresolved patient issues and care-coordination concerns to leadership
- Meet or exceed call-volume, disengagement-threshold, service-level, and other performance metrics
- Comply with company policies, HIPAA requirements, and applicable federal and state regulations
Requirements:
- Strong organizational, time-management, multitasking, verbal, and written communication skills
- Attention to detail, active listening, empathy, and professionalism
- Ability to work independently in a remote environment and remain accountable
- Strong problem-solving and critical-thinking skills
- Ability to build rapport and maintain productive telephonic relationships
- Comfort navigating multiple systems and technologies simultaneously
- Knowledge of medical terminology
- Prior experience using electronic health record systems
- Strong technical aptitude, including remotely assisting patients with health devices and troubleshooting basic issues
- Ability to type 50–60 words per minute while speaking with patients by phone
- Ability to work schedules aligned with client-specific time zones
- Active CNA certification or equivalent certification, such as Pharmacy Technician, in good standing
- At least six months of experience performing general Medical Assistant duties, or three years of experience in a clinic or comparable healthcare setting with direct patient contact
- Completion of a CAAHEP- or ABHES-accredited Medical Assisting program is preferred
- Spanish bilingual ability is preferred
- Ability to maintain a private, quiet, secure, distraction-free home office
- Reliable internet access meeting company minimum technical requirements
Benefits:
- Fully remote work environment
- Dedicated private, quiet, secure home office arrangement
- Reliable internet access meeting company minimum technical requirements
- Reasonable accommodations for qualified individuals with disabilities
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