Patient Referral Coordinator (AI Healthtech)

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

Benefits

• 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