The Telephonic Health Services Coordinator (HSC) serves as the primary point of contact for newly referred patients and plays a critical role in patient outreach, registration, enrollment, and ongoing telephonic engagement. This role supports patients with chronic conditions such as congestive heart failure (CHF), chronic obstructive pulmonary disease (COPD), diabetes, hypertension, and related conditions.
As the first member of the clinical team that most patients interact with at AMC Health, the HSC is responsible for building trust, demonstrating empathy, clearly explaining Remote Patient Monitoring (RPM) services, and ensuring a smooth and compliant enrollment process. Following enrollment, the HSC collaborates closely with nurse care managers, nurse care associates, and other members of the clinical care team to support patients in meeting their health goals and adhering to care plans.
This position is essential to organizational growth, patient engagement, and fulfillment of client enrollment commitments.
Essential Job Functions
The following duties are representative of the essential functions of the position and are not intended to be exhaustive:
Patient Outreach, Enrollment & Engagement
- Conduct outbound outreach to newly enrolled prospective patients to explain AMC Health’s Remote Patient Monitoring programs, services, and benefits.
- Accurately describe program features, expectations, and value in a clear, compassionate, and patient-centered manner.
- Engage patients telephonically to establish rapport, address questions, and encourage participation and adherence to monitoring programs.
- Complete required telephonic interventions, including Welcome Calls and Post-Physician Visit Updates.
Care Coordination & Clinical Support
- Document patient information accurately and comprehensively in the electronic health record (EHR) in accordance with organizational policies and standards of practice.
- Collaborate with nurse care managers and the broader care team to support patient care goals.
- Track hospitalizations and notify nursing staff upon patient discharge, as required.
- Coordinate patient assistance services as directed, including referrals for transportation, housekeeping, home modifications, food assistance, or other approved services.
- Follow up with patients to confirm services have been initiated and are meeting expectations.
Communication & Administrative Responsibilities
- Respond to inbound patient, client, and provider inquiries and appropriately determine service needs.
- Initiate outbound communications (phone, fax, email) with patients, clients, physician offices, and care providers.
- Confirm and maintain accurate provider contact information, including phone and fax numbers.
- Escalate unresolved patient issues or care-coordination concerns to leadership in a timely and appropriate manner.
Performance & Compliance
- Meet or exceed established performance metrics and service level agreements (SLAs), including but not limited to:
- Call volume expectations and disengagement thresholdComply with all company policies, procedures, HIPAA requirements, and applicable federal and state regulations.
Required Competencies & Skills
- Strong organizational, time management, and multitasking skills.
- Excellent verbal and written communication skills with strong attention to detail.
- Demonstrated ability to actively listen and engage patients with empathy and professionalism.
- Ability to work independently in a remote environment while maintaining accountability for assigned tasks.
- Strong problem-solving and critical-thinking skills, with the ability to follow issues through resolution.
- Proven ability to build rapport and maintain productive relationships in a telephonic, remote setting.
- Comfort navigating multiple systems and technologies simultaneously.
- Bilingual (Spanish) preferred.
Education, Experience & Technical Requirements
- Preferred: Completion of a Medical Assisting program accredited by CAAHEP or ABHES.
- Minimum experience requirements:
- At least six (6) months of experience performing general duties as a Medical Assistant OR
- Three (3) years of experience working in a clinic or comparable healthcare setting with direct patient contact.
- Knowledge of medical terminology and prior experience using electronic health record (EHR) systems.
- Strong technical aptitude, including the ability to assist patients remotely with health devices and troubleshoot basic issues.
- Ability to type a minimum of 50–60 words per minute while speaking with patients by phone.
- Must be able to work schedules aligned to client-specific time zone requirements, as dictated by business needs.
Licensure and Certification Requirements
- Active CNA certification or equivalent certification (e.g., Pharmacy Technician), in good standing.
Physical Demands & Work Environment
- Ability to work effectively in a fully remote environment.
- Must maintain a dedicated home office that is private, quiet, secure, and free from distractions.
- Reliable internet access that meets company minimum technical requirements.
- This role is primarily sedentary and requires extended periods of computer and telephone use.
Equal Employment Opportunity & ADA Statement
In compliance with the Americans with Disabilities Act (ADA), this job description identifies the essential functions of the position. Reasonable accommodations will be considered to enable qualified individuals with disabilities to perform these essential functions. Employees are expected to comply with all company policies, procedures, and applicable legal and regulatory requirements.
