Location: Remote / Philippines or El Salvador
Employment Type: Full-Time
Industry: Healthcare / Physiotherapy

About the Role

We are looking for a Patient Services Coordinator to join a UK-based physiotherapy practice and serve as a key point of contact for patients throughout their care journey.

You will handle a high volume of patient interactions across phone, WhatsApp, and live chat, helping patients with their questions, appointments, insurance information, and general service needs. You will also work closely with physiotherapists to ensure appointments, patient records, and required documentation are handled accurately.

The team currently manages approximately 1,200 calls per week, alongside live chat and WhatsApp interactions through the 8x8 contact centre platform, so strong communication, organization, and attention to detail are essential.

Key Responsibilities

Provide excellent customer service to patients through phone calls, WhatsApp, and live chat using the 8x8 contact centre platform.
Respond to patient questions, requests, and concerns in a professional and helpful manner.
Book, reschedule, and manage patient appointments accurately in the clinical diary.
Coordinate appointment requirements based on patient requests and instructions from treating physiotherapists.
Maintain accurate and up-to-date patient records, including contact details, medical history, and treatment information.
Handle confidential patient information appropriately and maintain the accuracy of electronic health records (EHR).
Collect and accurately record private medical insurance information to support effective billing and payment processes.
Facilitate communication between patients and physiotherapists.
Ensure required paperwork and patient information are completed before appointments.
Communicate special instructions or relevant patient information to physiotherapists and other team members.
Follow established processes to ensure patient requests are handled efficiently and accurately.
Maintain a high level of professionalism and empathy when interacting with patients.

Qualifications

3+ years of experience in customer service, patient services, healthcare administration, medical reception, or a similar role.
Experience handling high-volume customer or patient interactions through phone, chat, messaging, or similar channels.
Strong verbal and written English communication skills.
Experience managing appointments, scheduling, or clinical/patient diaries.
Strong attention to detail when entering and maintaining patient information.
Experience handling confidential or sensitive customer/patient information.
Comfortable working with multiple communication channels simultaneously.
Strong organizational and multitasking skills.
Ability to remain calm, professional, and empathetic when handling patient concerns.
Comfortable learning and working with contact centre, EHR, CRM, or scheduling systems.
Reliable internet connection and a suitable work-from-home setup.

Nice to Have

Experience working with a physiotherapy, rehabilitation, medical, or healthcare practice.
Familiarity with private medical insurance and healthcare billing processes.
Experience working with EHR or clinical management systems.
Experience with 8x8 or similar contact centre platforms.
Previous experience supporting UK-based healthcare clients or patients.
Experience handling WhatsApp and live chat as part of a customer support role.

Patient Services Coordinator (CS)