Patient Care Coordinator - B075 (SR)

Pearl; Philippines; Remote; PHP 1,510,000 - 2,266,000; Full time

Benefits offered by this job

Competitive Salary

Fully Remote

Generous PTO

Health Coverage for PH-based talents

Mentorship

Learning & Development

Global Networking

Job summary

Pearl Talent is hiring a Patient Referral Coordinator to support urgent care referrals for US patients. You will outreach, explain the importance of referrals, and help patients book appointments via the internal dashboard or through follow-ups.

The role scales with increasing referral volume and requires strong communication and empathy. Candidate experience with healthcare coordination, outbound calls, and CRM usage is essential.

Qualifications

• 2+ years of experience in patient-facing healthcare coordination, medical customer service, or healthcare BPO roles involving outbound phone communication.
• Experience working directly with US-based patients, clients, or customers by phone.
• Experience navigating CRM, scheduling, or patient management dashboards.

Responsibilities

• Call referral-eligible patients flagged by the platform, starting at approximately 5 patients per day and scaling over time.
• Explain in plain language why a specialist referral is needed based on the patient's care gap.
• Address patient objections and questions with empathy, guiding them toward booking without pressure.
• Book appointments directly through the internal dashboard or coordinate with the patient's preferred provider.
• Maintain a booking conversion rate of 80%+ across all eligible patients contacted.
• Leave voicemails and send text/email follow-ups for patients who don't answer on the first attempt.
• Re-contact patients from previous days who have not yet booked.
• Research and answer patient questions about insurance, logistics, or referral reasoning.
• Escalate clinical questions outside scope to the appropriate internal contact.
• Review overnight patient notifications each morning via the internal dashboard.
• Update patient status (booked, no answer, declined, follow-up needed) using the platform's workflow tools.
• Access and review medical record summaries to understand patient context before calling.
• Handle Protected Health Information (PHI) in accordance with HIPAA and company data protocols.
• Maintain accurate documentation of all patient interactions.

Skills

English fluency

US healthcare experience

CRM proficiency

Outbound calls

Independent worker

Scheduling experience

Tools

CRM software

Scheduling dashboards

Job description

Work From Anywhere in LATAM or the Philippines

Work Schedule: CST │ 9:00 AM – 5:00 PM (Monday–Friday)

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.

Hear why we exist, what we believe in, and who we're building for:
Watch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd

About the Client

An early-stage AI healthtech company is building a clinical co-pilot platform for urgent care practices across the US, and is hiring a Patient Referral Coordinator to take on the human side of its patient referral outreach.

The company's platform flags care gaps in real time and is scaling quickly across its network of urgent care clinics — this is the company's first hire dedicated to this function, with referral outreach currently handled directly by the founding team.

About the Role

As Patient Referral Coordinator, you'll call patients flagged by the platform for specialist follow-up, explain in plain language why the referral matters, address questions or hesitations, and help them book their next appointment — either directly or via follow-up text, email, or voicemail. The role starts light and is expected to scale over the coming months as referral volume grows; success is measured by booking conversion rate and how quickly you respond to new referral notifications.

Core Responsibilities

Patient Outreach & Booking

• Call referral-eligible patients flagged by the platform, starting at approximately 5 patients per day and scaling over time
• Explain in plain language why a specialist referral is needed based on the patient's care gap
• Address patient objections and questions with empathy, guiding them toward booking without pressure
• Book appointments directly through the internal dashboard or coordinate with the patient's preferred provider
• Maintain a booking conversion rate of 80%+ across all eligible patients contacted

Follow-Up & Patient Communication

• Leave voicemails and send text/email follow-ups for patients who don't answer on the first attempt
• Re-contact patients from previous days who have not yet booked
• Research and answer patient questions about insurance, logistics, or referral reasoning
• Escalate clinical questions outside scope to the appropriate internal contact

Dashboard & Compliance

• Review overnight patient notifications each morning via the internal dashboard
• Update patient status (booked, no answer, declined, follow-up needed) using the platform's workflow tools
• Access and review medical record summaries to understand patient context before calling
• Handle Protected Health Information (PHI) in accordance with HIPAA and company data protocols
• Maintain accurate documentation of all patient interactions

Requirements

Must-Have

• 2+ years of experience in patient-facing healthcare coordination, medical customer service, or healthcare BPO roles involving outbound phone communication
• Demonstrated experience with objection-handling or conversion-focused communication (e.g., appointment-setting, booking rate metrics, or persuasion-based customer service)
• Experience working directly with US-based patients, clients, or customers by phone
• C2 CEFR English fluency (near-native, unobstructive accent for US patient-facing calls)
• Experience navigating CRM, scheduling, or patient management dashboards
• Demonstrated ability to work independently with minimal supervision (e.g., small‑team, startup, or remote BPO environment)
• Availability to work 9:00 AM–5:00 PM Central Time

Nice-to-Have

• Spanish-English bilingual fluency (B2+ CEFR Spanish)
• Familiarity with medical terminology, ICD diagnosis codes, or insurance verification processes
• Prior HIPAA or PHI handling training
• Experience in an early-stage startup or fast-scaling, low-structure environment

• Competitive Salary: Based on experience and skills

• Remote Work: Fully remote—work from anywhere
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide

Our Recruitment Process

1. Application
2. Screening
3. Skills Assessment
4. Topgrading Interview
5. Client Interview
6. Job Offer
7. Client Onboarding