Patient Service Coordinator / Case Coordinator

Role Overview

This remote contract position runs for 6 months and focuses on handling patient-facing service coordination tasks in a medical support environment. The role requires careful communication, accurate documentation, and consistent adherence to privacy rules, operational procedures, and client protocols.

Key Duties

• Answer, screen, and route medical service requests and phone enquiries promptly while following confidentiality requirements and established policies.
• Share information about customer programmes, procedures, and service guidelines.
• Capture patient intake details in the correct medical service software so transactions can be started accurately and efficiently.
• Keep all documentation brief, complete, and precise.
• Direct patients to the nursing team at United Health Center for triage and medical guidance when needed.
• Handle crisis or red-flag calls and continue coordinating with nursing staff until the matter is resolved.
• Use computer systems to arrange appointments, record messages for physician visits and related services, and pass information to the right team following client protocols.
• Take part in training and learning opportunities related to the call centre or customer service setting.
• Attend or review all team meetings across the year.
• Manage difficult or upset callers professionally and calmly.
• Adapt to organisational changes and remain flexible with coverage needs, schedule shifts, unexpected absences, events, or changes in call volume.
• Support additional duties and special assignments as directed by management.

Service Expectations

The position calls for a customer-focused approach, strong teamwork, and a commitment to delivering high-quality service to both internal and external customers. Every telephone interaction should reflect professionalism and positive relationship-building skills.

Additional Information

Location: Remote

Contract duration: 6 months