About this role
Department: Customer Service and Client Relations
Work Arrangement: Remote
Job Type: Independent Contractor, Full Time
Work Schedule: US Time Zone (expected to be flexible with the client's preference)
Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skills
About Pearl TalentPearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.
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Why Work with Us?At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.
Role OverviewThe Patient Care Coordinator serves as the primary point of contact and advocate for patients accessing telehealth services, clinical research studies, specialty care for complex chronic conditions, and healthcare navigation support. This role demands exceptional empathy, communication, and organizational skills to ensure patients feel fully supported throughout their healthcare journey. You'll guide families and patients through complex healthcare systems, coordinate care across clinical teams, manage appointments and prescriptions, and serve as a compassionate advocate during both challenging and celebratory moments. This is not a typical administrative role—you'll work with real families facing real human challenges, empowering underserved populations to access transformative care.
Your ImpactYour compassionate support will directly improve patient satisfaction, trust, and health outcomes by ensuring seamless access to care and personalized guidance. You'll build lasting relationships that transform one-time patients into long-term advocates for healthcare services. By identifying and resolving care barriers, you'll enhance operational efficiency and contribute to continuous improvements in patient experience. Your advocacy will help underserved and often misdiagnosed patients access specialized care that dramatically improves their quality of life. In clinical research settings, your work will enable meaningful patient participation in studies that advance medical knowledge. Your ability to navigate complex healthcare systems on behalf of patients will reduce stress and confusion during vulnerable moments.
Core ResponsibilitiesPatient Support & Communication (50%)
Act as first line of contact for patient inquiries across platforms—EHR, secure chat, phone, and messagingRespond to inbound patient messages and communications promptly and empatheticallyEducate patients about telehealth services, clinical trials, and specialty care optionsGuide patients through platform usage, study protocols, and care processes with clarityHandle scheduling, appointment coordination, prescription management, and follow-upsAddress patient concerns with personalized, compassionate solutions and active listeningProvide clear communication about study details, requirements, and next stepsEnsure patient-related inquiries are handled in timely manner through clinical team collaborationSet and maintain high expectations for family care standards and patient experienceCare Coordination & Patient Navigation (40%)
Conduct initial outreach to patients interested in clinical trials or specialty care servicesAdminister secondary pre-screener questionnaires and qualification assessmentsGuide patients through onboarding process, explaining services, requirements, and addressing questionsWork closely with clinical teams and external providers to coordinate diagnostic testing, imaging, and referralsManage prior authorizations, insurance coordination, and healthcare system navigationTrack patient progress across the care journey ensuring continuity of careSend appointment reminders, follow-ups, and medication/treatment adherence communicationsGuide families through complexities of healthcare system providing support at every stepServe as patient advocate offering encouragement and assistance during challenging momentsManage the family care pipeline closely with clinical teams for seamless experienceFlag care gaps, systemic barriers, and financial obstacles to appropriate teamsDocumentation & Data Management (5%)
Accurately log patient interactions, details, and progress in CRM and EHR systemsServe as Medical Scribe documenting patient encounters and physician notes in EMRMaintain HIPAA-compliant documentation and confidential patient recordsEnsure timely and precise medical documentation supporting high-quality patient careHandle sensitive patient information with strict confidentiality protocolsMaintain accurate records ensuring compliance with HIPAA and regulatory standardsTrack patient data systematically for reporting and care coordination purposesCross-Functional Collaboration & Process Improvement (5%)
Collaborate with operations, recruitment, clinical, product, and documentation teamsAct as liaison fostering collaboration across departments to advance organizational missionProvide valuable insights and feedback to improve processes and enhance patient experienceDocument patient feedback contributing to workflow enhancements and service improvementsParticipate in team meetings and continuous process improvement effortsStay up-to-date on new products, features, and best practices in telehealth and specialty careUse and create automations to create operational leverage and reduce manual tasksEscalate complex cases to higher-level support when necessary with detailed contextRequirements
Must-Haves (Required)Experience: 1-2+ years in patient support roles, healthcare, clinical research, telemedicine, care coordination, case management, customer success, or phone-based customer serviceHealthcare Background: Prior experience in US healthcare settings with understanding of healthcare systems, insurance, referrals, and care processesCommunication: Excellent written and verbal English communication skills with compassionate, empathetic approach to patient careMedical Knowledge: Familiarity with medical terminology and clinical documentationHIPAA Compliance: Knowledge of HIPAA regulations, data protection standards, and confidential information handlingTech Proficiency: High level of tech proficiency navigating CRM, EHR/EMR systems, and data management platforms seamlesslyOrganization: Exceptional organizational skills and attention to detail managing multiple patient interactions consistentlyProblem-Solving: Strong creative problem-solving and troubleshooting abilitiesEmpathy: Ability to handle sensitive patient information and challenging situations with professionalism and genuine careProactive Communication: Anticipating patient needs and addressing them promptly with professional demeanorMultitasking: Proven ability to manage complex projects and multiple priorities in fast-paced clinical environmentsAdaptability: Positive approach to change and ability to thrive in dynamic healthcare settingsNice-to-Haves (Preferred)Good Clinical Practice (GCP) certificate1+ year experience as Medical Scribe in clinical or telehealth settingsExperience with Elation Health EHR or similar digital health platformsUnderstanding of clinical research standards, trial protocols, and patient recruitmentFamiliarity with appointment scheduling, billing processes, and prior authorization workflowsKnowledge of rare and complex chronic conditions (EDS, POTS, MCAS, etc.)Experience in VC-backed digital health companies or healthcare startupsAbility to make clinical judgment calls and operationally sound decisionsBackground supporting underserved or vulnerable patient populationsSpanish language proficiency for bilingual patient communicationUnderstanding of men's health, clinical trials, or specialty care environmentsPassion for continuous learning and healthcare innovation
Tools ProficiencyMust-Haves (Required)EHR/EMR Systems: Elation Health, electronic medical record platforms, or equivalent healthcare softwareCRM Platforms: Salesforce, HubSpot, or healthcare-specific CRM systemsCommunication: Email, phone systems, secure patient messaging platformsProductivity: Google Workspace (Gmail, Sheets, Drive, Docs)Video Conferencing: Zoom or equivalent telehealth platformsNice-to-Haves (Preferred)Patient Messaging: Spruce Health or similar HIPAA-compliant messaging and VOIP systemsCollaboration: Slack, Microsoft Teams for team coordinationDocumentation: Notion or knowledge base platformsSpreadsheets: Advanced Google Sheets or Excel for data trackingScheduling: Appointment scheduling and calendar management systemsAutomation Tools: Experience creating workflow automations to improve efficiencyBenefits
Competitive Salary: Based on experience and skillsRemote Work: Fully remote — work from anywhereGenerous PTO: In accordance with company policyDirect Mentorship: Access to global industry leadersLearning & Development: Continuous growth resourcesGlobal Networking: Work with international teamsHealth Coverage (Philippines only): HMO after 3 months (full-time)
Our Recruitment Process Application Skills Assessment Initial Screening Top-grading Interview Client Matching Job Offer Onboarding
Ready to Join Pearl Talent?Build a meaningful remote career supporting patients with empathy, accuracy, and care. Join Pearl Talent and grow by making a real impact through reliable coordination and human-centered support.