Sales Rep / Patient Care Coordinator - 63578786671

Role: Patient Care Coordinator

Location: Remote
Employment Type: Full-time
Working Hours: 8:00am–5:00pm Pacific Time (PST) alignment required
Preferred Location: Philippines
Experience: 2+ years preferred
Industry: U.S. Healthcare / Medical Practice

About the Role

Silicon Valley Hearing is looking for a warm, highly organized Patient Care Coordinator to support its private audiology practice based in Los Gatos, California.

This is a patient-facing healthcare support role focused on providing an excellent experience while helping the clinic manage patient communication, appointment coordination, insurance eligibility checks, and administrative follow-up.

The ideal candidate will have experience supporting a U.S.-based healthcare practice and understand how to communicate with patients professionally, patiently, and empathetically.

A major part of the role will involve verifying insurance eligibility and benefits accurately before appointments and ensuring the clinic team has the information required to support each patient.

The position is expected to expand over time. As the candidate demonstrates capability and earns the team's trust, additional responsibilities may be added across patient support, insurance, billing coordination, referrals, and general practice administration.

Key Responsibilities

• Serve as a friendly and professional point of contact for patients through phone, email, text, and other clinic communication channels.
• Support appointment scheduling, rescheduling, confirmations, and patient follow-ups.
• Answer routine patient questions and escalate clinical or complex questions to the appropriate team member.
• Complete insurance eligibility and benefits verification before appointments.
• Accurately capture and maintain patient information, insurance details, notes, and follow-up actions.
• Proactively follow up on outstanding patient, insurance, referral, and administrative items.
• Assist patients with routine forms, records requests, appointment requirements, and other administrative needs.
• Maintain accurate and organized information within the clinic's practice management systems.
• Follow established processes and SOPs while maintaining patient confidentiality.
• Support additional administrative responsibilities as the role develops over time.

Insurance Eligibility & Verification

A key responsibility of this position will be ensuring insurance information is accurate and properly documented before services are provided.

The Patient Care Coordinator should be comfortable:

• Verifying active insurance coverage and effective dates.
• Using insurance portals and contacting insurance companies when additional verification is required.
• Confirming plan type and network status.
• Reviewing deductibles, copays, coinsurance, and patient responsibility.
• Identifying referral and prior authorization requirements.
• Checking relevant benefit limitations and exclusions.
• Understanding when physician orders or additional documentation may be required.
• Documenting verification results, reference numbers, payer contacts, and important benefit information.
• Escalating unclear or conflicting insurance information rather than making assumptions.
• Avoiding guarantees regarding insurance coverage or payment.
• Learning Silicon Valley Hearing's specific insurance and billing processes.

Requirements

• 2+ years of experience in U.S. healthcare administration, patient coordination, medical reception, insurance verification, or a closely related role.
• Hands-on experience completing U.S. insurance eligibility and benefits checks.
• Good understanding of U.S. healthcare terminology and patient administration processes.
• Experience with PPO insurance plans, Medicare, TRICARE, or similar insurance environments is strongly preferred.
• Excellent spoken and written English.
• Clear, neutral, and easily understood accent suitable for frequent communication with U.S. patients.
• Warm, patient, and empathetic communication style.
• Strong attention to detail, particularly when working with patient and insurance information.
• Excellent organization and follow-through.
• Comfortable working independently and taking ownership of assigned patient and administrative tasks.
• Ability to learn new healthcare systems and software quickly.
• Understanding of HIPAA and the importance of protecting confidential patient information.
• Ability to work consistently from 8:00am–5:00pm Pacific Time.

Healthcare Experience

Experience within a U.S.-based medical practice is strongly preferred.

Particularly relevant backgrounds include:

• Patient Care Coordinator
• Patient Support Specialist
• Medical Receptionist
• Medical Virtual Assistant
• Insurance Verification Specialist
• Patient Services Representative
• Medical Administrative Assistant
• Healthcare Customer Support

Experience within audiology, ENT, hearing healthcare, DME, specialty healthcare, or another patient-focused outpatient environment would be a strong advantage.

Tools & Systems

Candidates should be comfortable working with:

• Healthcare practice management or EHR/EMR systems
• Insurance eligibility and payer portals
• Online scheduling and calendar systems
• VoIP and cloud-based phone systems
• Email and patient communication platforms
• Google Workspace or comparable productivity tools

Specific systems can be learned. Strong technology adaptability and experience working across multiple healthcare platforms are more important.