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 Talent

Pearl 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.

Hear why we exist, what we believe in, and who we're building for: WATCH HERE

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 Overview

The 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 Impact

Your 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 Responsibilities

Patient Support & Communication (50%)

Act as first line of contact for patient inquiries across platforms—EHR, secure chat, phone, and messaging
Respond to inbound patient messages and communications promptly and empathetically
Educate patients about telehealth services, clinical trials, and specialty care options
Guide patients through platform usage, study protocols, and care processes with clarity
Handle scheduling, appointment coordination, prescription management, and follow-ups
Address patient concerns with personalized, compassionate solutions and active listening
Provide clear communication about study details, requirements, and next steps
Ensure patient-related inquiries are handled in timely manner through clinical team collaboration
Set and maintain high expectations for family care standards and patient experience

Care Coordination & Patient Navigation (40%)

Conduct initial outreach to patients interested in clinical trials or specialty care services
Administer secondary pre-screener questionnaires and qualification assessments
Guide patients through onboarding process, explaining services, requirements, and addressing questions
Work closely with clinical teams and external providers to coordinate diagnostic testing, imaging, and referrals
Manage prior authorizations, insurance coordination, and healthcare system navigation
Track patient progress across the care journey ensuring continuity of care
Send appointment reminders, follow-ups, and medication/treatment adherence communications
Guide families through complexities of healthcare system providing support at every step
Serve as patient advocate offering encouragement and assistance during challenging moments
Manage the family care pipeline closely with clinical teams for seamless experience
Flag care gaps, systemic barriers, and financial obstacles to appropriate teams

Documentation & Data Management (5%)

Accurately log patient interactions, details, and progress in CRM and EHR systems
Serve as Medical Scribe documenting patient encounters and physician notes in EMR
Maintain HIPAA-compliant documentation and confidential patient records
Ensure timely and precise medical documentation supporting high-quality patient care
Handle sensitive patient information with strict confidentiality protocols
Maintain accurate records ensuring compliance with HIPAA and regulatory standards
Track patient data systematically for reporting and care coordination purposes

Cross-Functional Collaboration & Process Improvement (5%)

Collaborate with operations, recruitment, clinical, product, and documentation teams
Act as liaison fostering collaboration across departments to advance organizational mission
Provide valuable insights and feedback to improve processes and enhance patient experience
Document patient feedback contributing to workflow enhancements and service improvements
Participate in team meetings and continuous process improvement efforts
Stay up-to-date on new products, features, and best practices in telehealth and specialty care
Use and create automations to create operational leverage and reduce manual tasks
Escalate complex cases to higher-level support when necessary with detailed context

Requirements

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 service
Healthcare Background: Prior experience in US healthcare settings with understanding of healthcare systems, insurance, referrals, and care processes
Communication: Excellent written and verbal English communication skills with compassionate, empathetic approach to patient care
Medical Knowledge: Familiarity with medical terminology and clinical documentation
HIPAA Compliance: Knowledge of HIPAA regulations, data protection standards, and confidential information handling
Tech Proficiency: High level of tech proficiency navigating CRM, EHR/EMR systems, and data management platforms seamlessly
Organization: Exceptional organizational skills and attention to detail managing multiple patient interactions consistently
Problem-Solving: Strong creative problem-solving and troubleshooting abilities
Empathy: Ability to handle sensitive patient information and challenging situations with professionalism and genuine care
Proactive Communication: Anticipating patient needs and addressing them promptly with professional demeanor
Multitasking: Proven ability to manage complex projects and multiple priorities in fast-paced clinical environments
Adaptability: Positive approach to change and ability to thrive in dynamic healthcare settings

Nice-to-Haves (Preferred)

Good Clinical Practice (GCP) certificate
1+ year experience as Medical Scribe in clinical or telehealth settings
Experience with Elation Health EHR or similar digital health platforms
Understanding of clinical research standards, trial protocols, and patient recruitment
Familiarity with appointment scheduling, billing processes, and prior authorization workflows
Knowledge of rare and complex chronic conditions (EDS, POTS, MCAS, etc.)
Experience in VC-backed digital health companies or healthcare startups
Ability to make clinical judgment calls and operationally sound decisions
Background supporting underserved or vulnerable patient populations
Spanish language proficiency for bilingual patient communication
Understanding of men's health, clinical trials, or specialty care environments
Passion for continuous learning and healthcare innovation

Tools Proficiency

Must-Haves (Required)

EHR/EMR Systems: Elation Health, electronic medical record platforms, or equivalent healthcare software
CRM Platforms: Salesforce, HubSpot, or healthcare-specific CRM systems
Communication: Email, phone systems, secure patient messaging platforms
Productivity: Google Workspace (Gmail, Sheets, Drive, Docs)
Video Conferencing: Zoom or equivalent telehealth platforms

Nice-to-Haves (Preferred)

Patient Messaging: Spruce Health or similar HIPAA-compliant messaging and VOIP systems
Collaboration: Slack, Microsoft Teams for team coordination
Documentation: Notion or knowledge base platforms
Spreadsheets: Advanced Google Sheets or Excel for data tracking
Scheduling: Appointment scheduling and calendar management systems
Automation Tools: Experience creating workflow automations to improve efficiency

Benefits

Competitive Salary: Based on experience and skills
Remote Work: Fully remote — work from anywhere
Generous PTO: In accordance with company policy
Direct Mentorship: Access to global industry leaders
Learning & Development: Continuous growth resources
Global Networking: Work with international teams
Health 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.

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