Patient Care Coordinator (Physical Therapy)

Scope of Work / Responsibilities

Patient Communication & Virtual Reception

• Answer inbound patient calls in real time and address general inquiries
• Route calls appropriately using RingCentral
• Monitor and promptly return missed calls
• Communicate professionally with patients via phone and text
• Provide clear, patient, and empathetic assistance, particularly when supporting older patients
• Follow established scripts and procedures when handling patient communications

Clinical Documentation & WebPT Support

• Take accurate notes and assist with clinical documentation and charting in WebPT
• Summarize patient sessions accurately for clinical records
• Maintain complete, organized, and accurate patient information
• Support clinicians with documentation-related administrative tasks
• Ensure patient information is entered accurately and handled with appropriate confidentiality

Appointment Scheduling & Patient Follow-Up

• Schedule and manage patient appointments
• Send appointment reminders and confirmations through RingCentral and AppToto
• Follow up with patients regarding upcoming or missed appointments
• Maintain an accurate and organized appointment schedule
• Follow established scheduling scripts, workflows, and procedures

Insurance & Administrative Support

• Assist with insurance eligibility verification
• Support insurance authorization processes
• Complete administrative paperwork and documentation
• Maintain organized patient records and information
• Provide general virtual front-office and back-office support
• Assist with additional patient coordination and administrative responsibilities as needed

Top 3 Priorities

1. Virtual Reception & Patient Call Management

Answer inbound patient calls in real time, address inquiries professionally, route calls through RingCentral, and return missed calls promptly while delivering an excellent patient experience.

2. Clinical Documentation & Charting

Complete accurate note-taking, patient session summaries, and charting within WebPT. Maintain a high level of accuracy and attention to detail when working with clinical information.

3. Appointment Management & Patient Follow-Up

Coordinate patient appointments and send timely reminders and confirmations through RingCentral and AppToto while consistently following the practice's established workflows and scripts.

Requirements

Required Skills & Experience

Healthcare & Patient Coordination Experience

• Previous experience working in the healthcare industry is required
• Experience in a physical therapy, rehabilitation, medical, or similar patient-care environment is strongly preferred
• Previous experience as a Patient Care Coordinator, Physical Therapy Coordinator, Medical Receptionist, Medical Virtual Assistant, or similar role is an advantage
• Comfortable working with medical terminology, patient information, and healthcare documentation

Patient Communication & Phone Support

• Excellent spoken and written English communication skills
• Strong professional phone etiquette and customer service skills
• Experience handling inbound patient calls and inquiries
• Comfortable managing frequent patient calls while completing scheduling, documentation, and administrative tasks
• Patient, compassionate, and professional when communicating with patients
• Comfortable assisting older patient populations
• Able to communicate clearly through phone and text

Clinical Documentation

• Experience with clinical documentation, charting, medical note-taking, or patient records is strongly preferred
• Ability to accurately summarize patient information and sessions
• Exceptional attention to detail when documenting clinical information
• Strong written communication and documentation skills
• Able to maintain accurate and organized patient records

Scheduling & Administrative Support

• Experience with patient scheduling, appointment confirmations, and follow-ups
• Familiarity with insurance verification and authorization processes is preferred
• Strong multitasking and organizational skills
• Ability to balance calls, documentation, scheduling, and administrative responsibilities throughout the day
• Able to consistently follow established scripts, workflows, and procedures

Systems & Software Experience

The practice currently uses:

• WebPT – Primary EHR and clinical documentation platform
• RingCentral – Phone, call routing, and patient communication
• AppToto – Appointment reminders and confirmations

Hands-on WebPT experience is strongly preferred but not required. Candidates with experience using other EHR/EMR systems and strong clinical documentation skills are encouraged to apply.

Experience with RingCentral, AppToto, or similar communication and appointment management platforms is also an advantage.

Ideal Candidate Profile

We are looking for someone who is:

• Experienced in healthcare administration and patient coordination
• Familiar with physical therapy or rehabilitation workflows, ideally
• An excellent English communicator with strong phone etiquette
• Confident handling real-time patient calls
• Comfortable balancing patient communication with clinical documentation
• Highly organized and detail-oriented
• Accurate and thorough when entering patient information
• Patient, empathetic, and compassionate
• Reliable, proactive, and consistent
• Able to work independently as a dedicated full-time team member
• Comfortable managing multiple priorities in a fast-paced healthcare environment
• Tech-savvy and able to learn new platforms quickly
• Adaptable and able to consistently follow established workflows and procedures

Basic Requirements

• Must speak and write English clearly and professionally.
• Must have relevant work experience.
• Must be able to provide an NBI Clearance and/or Local Police Clearance before onboarding (mandatory).
• Must be available to attend video meetings with camera on when required.

Technical Requirements

• Computer: Reliable laptop or desktop computer.
• Internet: Stable high-speed internet connection (minimum 25 Mbps).
• Audio: Noise-canceling headset.
• Video: Working webcam for virtual meetings.
• Workspace: Quiet and professional work environment.

Benefits

• 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, training, or allowances listed are optional contractor perks and not employee benefits.