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.

Patient Care & Program Coordinator (Part-time) - 21357