Patient Care & Program Coordinator

Employment Type: Part-time, Independent Contractor

Work Model: Remote (Sourcing priority: Latin America, South Africa, or Philippines)

Work Hours: US Business Hours alignment

Role Overview

We are seeking an empathetic, highly organized, and detail-driven Patient Care & Program Coordinator to serve as the central non-clinical point of accountability for our 12-month patient journeys. While physicians establish clinical protocols and Care Consultants oversee pricing, this role owns the longitudinal patient experience—ensuring every scheduled milestone, check-in, lab, and protocol requirement actually happens.

In this seat, you will manage a growing roster of patients undergoing multi-stage medical treatments (scaling from 5 to 20+ active monthly patients). Acting as the primary non-clinical advocate, you will coordinate appointments, track lab kits, monitor patient adherence to physician-directed protocols (e.g., exercise routines, peptide administration), collect Patient-Reported Outcomes (PROs), and provide high-touch support to keep patients engaged, supported, and on track throughout their entire 12-month recovery journey.

Key Responsibilities

1. 12-Month Patient Journey Governance & Appointment Coordination

• Longitudinal Journey Tracking: Maintain complete operational visibility over every active patient’s 12-month program, ensuring all pre-treatment and post-treatment milestones are executed on schedule.

• Attendance & Rescheduling Ownership: Schedule, confirm, and send reminders for recurring patient check-ins. Proactively follow up on missed touchpoints, ensuring rescheduled appointments are completed rather than simply booked.

• Patient Engagement: Identify patients who are falling behind schedule or becoming disengaged, conducting warm outbound outreach to resolve friction and maintain continuity.

2. Laboratory & Functional Doctor Logistics

• Lab Tracking & Logistics: Coordinate the shipment of required laboratory kits, track outstanding lab work, verify completion with external testing partners, and organize results for medical review.

• Functional Doctor Liaison: Serve as the administrative bridge between patients and functional medicine physicians—ensuring required clinical notes/labs are prepared prior to consultations and tracking post-appointment action items.

3. Non-Clinical Protocol Adherence & Patient-Reported Outcomes (PROs)

• Protocol Adherence Support: Monitor patient compliance with physician-established standing orders, peptide protocols, and prescribed rehabilitation routines—reminding patients of next steps without offering unauthorized medical advice.

• Patient-Reported Outcomes (PROs): Conduct recurring check-ins to capture, log, and track Patient-Reported Outcomes (PROs) at designated intervals, giving leadership clear visibility into program efficacy.

• Clinical Escalation: Recognize the boundary between administrative guidance and medical advice, escalating clinical questions, adverse symptoms, or protocol adjustments directly to attending physicians.

4. Patient Communication & Relationship Management

• High-Touch Experience: Communicate with warmth, high emotional intelligence, and professional empathy—building strong relationships with patients undergoing intensive treatments.

• Proactive Reassurance: Clearly explain administrative next steps, remain calm when supporting anxious or frustrated patients, and maintain strict patient confidentiality.

Required Skills & Qualifications

• Healthcare & Patient Coordination Background: 2–4+ years of professional experience as a Patient Care Coordinator, Medical Coordinator, Patient Navigator, Clinical Administrative Assistant, or Care Manager.

• Medical Terminology & Protocol Comprehension: Ability to read, understand, and discuss structured medical protocols, laboratory requirements, and standing orders from an administrative perspective.

• Communication & High EQ: Outstanding written and spoken English with exceptional emotional intelligence, warmth, and phone etiquette.

• Long-Term Workflow Management: Exceptional organizational skills with a proven track record of managing multi-month, recurring task workflows across large patient rosters.

• Boundary Discipline: Clear understanding of the strict line between administrative patient support and clinical medical advice.

Preferred Qualifications

• Prior experience supporting functional medicine, regenerative medicine, integrative health, executive wellness, or specialized elective medical practices.

• Hands-on experience collecting Patient-Reported Outcomes (PROs) and managing lab kit logistics.

Success Metrics (KPIs)

• Touchpoint Completion Rate: Percentage of planned 12-month patient touchpoints successfully completed (including rescheduled appointments).

• Show-Up & Appointment Retention: Maintaining high patient show-up rates for physician consultations and functional check-ins.

• Lab Completion Velocity: Minimizing delays between lab kit issuance and verified lab result completion.

• PRO Data Capture: 100% accurate, on-time collection and logging of Patient-Reported Outcomes (PROs) across all active patient files.