Job Description

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

1. Live Patient Call Management: Answering inbound and outbound calls from prospective and existing patients with a warm, calm, and professional demeanor.
2. Patient Eligibility & Screening: Explaining practice services, screening prospective clients against basic eligibility requirements, and routing inquiries appropriately.
3. 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.