Virtual Patient Care Coordinator

Job Description

REQUIREMENTS

• Strong customer service skills and a patient-centered approach.
• Advanced time management skills
• Ability to multitask and stay organized in a fast-paced virtual environment.
• Clear, professional verbal and written communication skills.
• Robust computer skills and comfort working with multiple systems simultaneously.
• Ability to problem-solve, stay on task, and follow structured workflows.

Preferred:

• 1–2+ years of experience as a medical receptionist, patient service representative, patient access specialist, or similar healthcare administrative role.
• Experience with Epic and/or the Mass General Brigham system.
• Experience with telehealth, virtual clinics, or specialty practices.

RESPONSIBILITIES

Patient Communication & Service

• Answer inbound phone calls and assist patients with questions and scheduling.
• Return voicemails promptly and professionally.
• Respond to patient emails, text messages, and Patient Gateway messages.
• Send appointment confirmation messages, e-check-in texts for visits 2 days out, and reminder texts.

Schedule Management (Epic)

• Manage daily provider schedules and availability within Epic.
• Schedule and reschedule appointments (patient requested, provider requested, or patient canceled).
• Manage outside block and insurance-related schedule changes in Epic.
• Maintain and update the Patient Schedule Folder.

Patient-Provider Experience Management

• Ensure patients have activated their MGB Patient Gateway accounts and completed e-check-in prior to appointments.
• Follow up on referral status, coordinating with the patient and PCP as necessary
• Confirm patient state, insurance benefits, and referral status as required.
• Help ensure on-time arrival/connection for virtual appointments.
• Respond to scheduled patients’ communication via Epic message, text, email, and voicemail to reduce day-of-visit disruptions.

Reports & Workqueue Management

• Run and review appointment-related reports, including:
• Follow-up report
• No-show report
• Waiting list
• Reach out to patients who missed appointments or need to reschedule, including certification renewals.
• Work recall lists, no-show lists, and Epic workqueues related to scheduling and patient communication.

Referral & Lead Management

• Contact internal workqueue referrals to schedule appointments.
• Follow up on referrals needed for patients to be seen.
• Track and manage website lead sheets to ensure timely outreach.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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