Referral and Patient Experience Coordinator

Job Title: Referral and Patient Experience Coordinator

Position type: Part-Time (with opportunity to transition to full-time)

Work hours: 8:00 AM to 12:00 PM Hawaii Time

Work days: Monday to Friday

Salary: $5 - $6 per hour, depending on experience

Workplace: Remote

Preferred Candidate Location: Philippines

Our client is seeking a friendly, professional, and relationship-driven Referral and Patient Experience Coordinator to support patient communication, scheduling, and administrative coordination. This role is ideal for someone who thrives in a patient-facing environment and enjoys building strong, positive relationships with both patients and healthcare providers.

As the Referral and Patient Experience Coordinator, you will serve as a key point of contact for patients and referring physicians. Your primary responsibilities will include answering calls, scheduling appointments, providing excellent customer service, and ensuring patients feel supported throughout their experience.

A unique and important part of this role is building and maintaining relationships with referring doctors. You will make follow-up calls to physicians after patient visits to express appreciation and strengthen professional connections. The client places high value on genuine communication, gratitude, and professionalism when interacting with medical providers.

In addition, you will assist with insurance verification and basic administrative support, ensuring patient information is accurate and workflows run efficiently.

The ideal candidate is warm, confident on the phone, and able to communicate clearly without sounding scripted or overly formal. While technical skills can be trained, excellent communication, reliability, and a positive, personable attitude are essential.

This is a part-time role with strong potential to transition into a full-time position as the practice continues to grow.

Scope of Work / Responsibilities

Customer Service & Patient Interaction

• Answer phone calls from patients and referring doctors
• Schedule appointments and follow-ups
• Provide friendly, professional, and patient-centered support

Doctor Relations

• Make follow-up calls to ordering physicians after patient visits
• Express appreciation and build strong professional relationships
• Communicate confidently and professionally with medical providers

Administrative & Billing Support

• Perform insurance verification
• Assist with general administrative tasks
• Use tools such as iFax for communication and documentation

Top 3 Priorities

1. Customer Service Excellence

Deliver outstanding patient experiences through clear, friendly, and professional communication on every call.

2. Doctor Relationship Building & Follow-Up

Build and maintain strong relationships with referring physicians through thoughtful, appreciative, and professional follow-ups.

3. Billing & Insurance Verification

Accurately verify insurance information and support administrative billing processes.

Required Skills and Experience

• Strong customer service background, preferably in healthcare
• Excellent English communication skills (spoken and written)
• Confident, professional, and personable phone presence
• Experience communicating with patients and/or medical professionals
• Understanding of HIPAA compliance and patient confidentiality
• Ability to work independently in a remote environment
• High level of reliability and professionalism

Preferred Experience

• Previous experience as a Medical Receptionist, Virtual Medical Receptionist, or similar healthcare role
• Experience working with Electronic Health Records (EHR) or Electronic Medical Records (EMR) systems
• Familiarity with iFax or similar fax/document systems
• Experience with patient scheduling, intake, and front desk operations
• Exposure to insurance verification or healthcare administrative workflows

Ideal Candidate Profile

Communication & Interpersonal Skills

• Clear, natural, and professional communication style
• Comfortable and confident handling phone conversations
• Able to sound personable and engaging (not scripted or robotic)

Personality Traits

• Friendly, warm, and approachable
• Appreciative and grateful demeanor
• Confident yet cooperative and kind
• Positive attitude with strong people skills

Trainability

• Willingness to learn and adapt to new systems and processes
• Open to feedback and continuous improvement

The client values relationship-building and excellent customer service more than technical or marketing skills.

Tools & Systems

• iFax (experience preferred)
• Experience with EHR/EMR systems is strongly preferred

Must-Have Requirements & Deal Breakers

• Strict adherence to HIPAA compliance and confidentiality
• Excellent English communication skills
• Strong customer service experience
• High level of discretion and professionalism
• Proven reliability and commitment to a part-time schedule

Basic Requirements

• Must be proficient in speaking and writing clear English
• Must have relevant work experience
• Must be able to submit an NBI Clearance and/or Local Police Clearance before onboarding (mandatory)
• Must be available for video meetings with camera on when required

Technical Requirements

• Device: Reliable laptop or desktop computer

• Internet: High-speed connection (minimum 15 Mbps)

• Audio: Noise-canceling headset

• Video: Webcam for virtual meetings

• Workspace: Quiet, professional environment

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.

• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.

• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.

• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.

• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.

• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.

• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.

• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.

These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, trainings, or allowances listed are optional contractor perks and not employee benefits.