Telephonic Health Services Coordinator

AMC Health

Telephonic Health Services Coordinator at AMC Health managing patient outreach and engagement in remote care for chronic conditions. Collaborating with clinical teams for patient support and enrollment processes.

Posted 6/24/2026full-timeRemote • Ohio • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for newly referred patients and plays a critical role in patient outreach, registration, enrollment, and ongoing telephonic engagement.
Support patients with chronic conditions such as congestive heart failure (CHF), chronic obstructive pulmonary disease (COPD), diabetes, hypertension, and related conditions.
Build trust, demonstrate empathy, clearly explain Remote Patient Monitoring (RPM) services, and ensure a smooth and compliant enrollment process.
Collaborate closely with nurse care managers, nurse care associates, and other members of the clinical care team to support patients in meeting their health goals and adhering to care plans.
Conduct outbound outreach to newly enrolled prospective patients to explain AMC Health's Remote Patient Monitoring programs, services, and benefits.
Accurately describe program features, expectations, and value in a clear, compassionate, and patient-centered manner.
Engage patients telephonically to establish rapport, address questions, and encourage participation and adherence to monitoring programs.
Complete required telephonic interventions, including Welcome Calls and Post-Physician Visit Updates.
Document patient information accurately and comprehensively in the electronic health record (EHR) in accordance with organizational policies and standards of practice.
Track hospitalizations and notify nursing staff upon patient discharge, as required.
Coordinate patient assistance services as directed, including referrals for transportation, housekeeping, home modifications, food assistance, or other approved services.
Follow up with patients to confirm services have been initiated and are meeting expectations.
Respond to inbound patient, client, and provider inquiries and appropriately determine service needs.
Initiate outbound communications (phone, fax, email) with patients, clients, physician offices, and care providers.
Confirm and maintain accurate provider contact information, including phone and fax numbers.
Escalate unresolved patient issues or care-coordination concerns to leadership in a timely and appropriate manner.
Meet or exceed established performance metrics and service level agreements (SLAs), including but not limited to: Call volume expectations and disengagement threshold.
Comply with all company policies, procedures, HIPAA requirements, and applicable federal and state regulations.

Requirements

What you’ll need

Strong organizational, time management, and multitasking skills.
Excellent verbal and written communication skills with strong attention to detail.
Demonstrated ability to actively listen and engage patients with empathy and professionalism.
Ability to work independently in a remote environment while maintaining accountability for assigned tasks.
Strong problem-solving and critical-thinking skills, with the ability to follow issues through resolution.
Proven ability to build rapport and maintain productive relationships in a telephonic, remote setting.
Comfort navigating multiple systems and technologies simultaneously.
Bilingual (Spanish) preferred.
Completion of a Medical Assisting program accredited by CAAHEP or ABHES preferred.
Minimum experience requirements: At least six (6) months of experience performing general duties as a Medical Assistant OR Three (3) years of experience working in a clinic or comparable healthcare setting with direct patient contact.
Knowledge of medical terminology and prior experience using electronic health record (EHR) systems.
Strong technical aptitude, including the ability to assist patients remotely with health devices and troubleshoot basic issues.
Ability to type a minimum of 5060 words per minute while speaking with patients by phone.
Must be able to work schedules aligned to client-specific time zone requirements, as dictated by business needs.
Active CNA certification or equivalent certification (e.g., Pharmacy Technician), in good standing.

Benefits

Comp & perks

Ability to work effectively in a fully remote environment.
Must maintain a dedicated home office that is private, quiet, secure, and free from distractions.
Reliable internet access that meets company minimum technical requirements.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

medical terminologyelectronic health record (EHR)Remote Patient Monitoring (RPM)patient engagementtelephonic communicationproblem-solvingcritical thinkingmultitaskingtyping speed (5060 words per minute)patient assistance services

Soft Skills

organizational skillstime managementverbal communicationwritten communicationactive listeningempathyprofessionalismrelationship buildingindependenceattention to detail

Certifications

CNA certificationMedical Assisting program (CAAHEP or ABHES accredited)Pharmacy Technician certification