Remote Patient Intake & Care Coordinator Lead

The Hello Team is hiring a Remote Patient Intake & Care Coordinator Lead to manage inbound patient inquiries, convert leads into scheduled evaluations, complete insurance verifications and pre-authorizations, and coordinate care between patients and providers. The coordinator is the main point of contact for patients from first inquiry through treatment completion. This is a full-time remote role open to candidates in the United States.

The position starts with hands-on intake, insurance verification, and care coordination work, with a clear path to a Team Lead role based on performance. The right person will eventually help train, mentor, and lead a team.

What you will do

• Answer inbound calls from prospective and active patients
• Respond to emails and messages in a timely, professional manner
• Explain services, treatment processes, and next steps clearly
• Convert qualified inquiries into scheduled evaluations
• Schedule appointments and maintain accurate calendars
• Verify insurance eligibility and benefits
• Complete and submit prior authorization and pre-authorization requests
• Gather required documentation to support medical necessity
• Follow up with insurance payers to obtain approval status
• Track authorization approvals, denials, and expirations
• Communicate coverage details and financial responsibility to patients
• Coordinate scheduling and documentation needs with medical providers
• Ensure required intake forms and consents are completed
• Maintain accurate documentation in CRM/EMR systems
• Follow up with patients on missing documentation or authorization updates
• Support continuity of care through proactive communication
• Follow up on missed calls and unconverted leads
• Keep organized tracking of active and pending cases
• Conduct check-ins with active patients
• Re-engage patients who discontinue or pause treatment
• Perform other tasks related to the position

What they are looking for

• Excellent English communication skills, verbal and written
• Excellent professional and communication skills for working with clients, vendors, and teammates
• Experience in U.S. medical office administration, patient intake, or healthcare coordination
• Comfort handling phone-based communication with patients
• Experience using CRM, EMR, or EHR systems
• Strong organizational skills and the ability to manage multiple cases at once
• Previous leadership, supervisory, mentoring, or team training experience
• Strong leadership potential and interest in managing a team soon

Preferred

• Experience in behavioral health or psychiatry
• Experience working with U.S.-based healthcare organizations
• Experience in consultative phone sales or lead conversion
• Experience completing insurance verifications and prior authorizations
• Strong understanding of U.S. commercial insurance processes
• Experience improving processes, workflows, or operational efficiency

Requirements

• Must be comfortable making and receiving calls with patients and insurance companies
• Must maintain HIPAA compliance and confidentiality standards
• Must show professionalism, empathy, and strong follow-through
• Proven ability to meet deadlines consistently in a fast-paced environment
• Comfortable working within structured processes and established workflows
• Ability to quickly learn new systems, software, and workflows
• Proficiency with Microsoft Office (Word, Excel, Outlook) and standard business tools such as email, spreadsheets, and document management
• Out-of-the-box thinker, highly adaptable, reliable, self-motivated, and confident
• Positive attitude and ability to learn and adapt quickly
• Ability to follow established processes accurately with minimal supervision
• Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs
• Interested in long-term career opportunities
• Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet

Pay, hours, and location

This is a 100% remote position. Compensation is in USD. It is a full-time role at 40 hours per week, 9 AM to 5 PM EST. The company describes it as a long-term opportunity with a great work environment and potential for growth.