Patient Care Coordinator Virtual Assistant

About the Role

This is more than a traditional administrative VA position. The ideal candidate will take ownership of the entire patient journey, from the first inquiry and consultation through treatment follow-ups and long-term retention. You will also work closely with the practice owner to organize workflows, improve processes, support CRM and EHR operations, and help build systems that allow the practice to scale.

We are looking for a go-getter who wants to become a true partner in the business, not someone who simply waits for tasks to be assigned. The right candidate will bring ideas, identify opportunities for improvement, and confidently take ownership of responsibilities.

Core Responsibilities

1. Patient Experience & Operations Management – Top Priority

• Manage the overall patient experience and patient journey, from initial lead inquiry through ongoing follow-up.
• Handle inbound and outbound patient communications, including calls, messages, and inquiries.
• Conduct and coordinate pre-consultation and post-consultation follow-ups.
• Assist with patient consultations and lead follow-up.
• Document and track treatment plans and ensure appropriate patient touchpoints are completed.
• Manage a 12-month patient follow-up and retention cadence to maintain consistent communication and engagement.
• Manage leads and patient information through the CRM, including helping set up and organize a CRM such as GoHighLevel or a similar platform.
• Support Mango Mint EHR workflows and patient communications.
• Document, organize, and systematize existing operational workflows and processes to help the business scale.
• Identify opportunities for automation and process improvement.
• Provide executive assistant support, including calendar and scheduling management for the owner's clinical responsibilities, trainings, and speaking engagements.
• Assist with billing coordination, administrative documentation, sales/marketing support, and other operational tasks as needed.

Software & Systems

• Mango Mint
• GoHighLevel, Pipedrive, or similar CRM platforms
• EHR/EMR systems
• Calendar and scheduling platforms
• Google Workspace / Microsoft Office

Requirements

Experience Requirements

• Strong healthcare operations or patient care coordination experience, ideally within a medical or aesthetic practice.
• Excellent verbal and written English communication skills, especially for patient-facing interactions.
• Experience with CRM systems such as GoHighLevel, Pipedrive, or similar platforms.
• Familiarity with EHR systems; Mango Mint experience is preferred but not required. - open to hiring VAs with similar EHR background - Client will do the training in case
• Strong organizational and administrative skills, with the ability to manage multiple patients, follow-ups, and timelines.
• Proactive and independent, with the ability to take ownership of responsibilities without constant supervision.
• Detail-oriented with strong follow-through, particularly when tracking treatment plans and patient touchpoints.
• Comfortable documenting, systematizing, and improving workflows and identifying opportunities for automation.
• Professional, empathetic, and personable when communicating with patients.
• Ambitious and growth-oriented, with a willingness to grow alongside the business.
• Comfortable providing ideas, recommendations, and insights based on previous experience.
• Adaptable and willing to learn, including new systems, workflows, and clinical concepts.
• Someone who can become a true business partner rather than simply a task executor.
• Someone who wants to be engaged in the clinic a go-getter and a true partner.

Deal Breakers

• Poor or unclear English communication skills, especially for patient-facing conversations.
• Lack of professionalism, empathy, or confidence when communicating with patients.
• Someone who requires constant supervision or step-by-step direction and does not take initiative.
• Poor organization or follow-through, particularly with patient leads, treatment plans, and scheduled follow-ups.
• Not comfortable learning or working with EHR and CRM systems.
• Unable to manage multiple patient workflows, deadlines, and touchpoints simultaneously.
• Resistant to feedback, process changes, or learning new clinical concepts.
• A strictly task-oriented mindset without the willingness to contribute ideas, improve processes, or grow into a business-partner role.
• Any concerns regarding reliability, confidentiality, or HIPAA compliance, given the handling of sensitive patient information.

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.