Remote Primary Care Coordinator (Monday–Friday 10:00am–7:00pm PST)

The Clinical Care Liaison is the operational and relational backbone of our geriatric primary care team. You will own care coordination for a panel of 500–600 patients — managing real-time communication, triaging urgent clinical needs, maintaining documentation integrity, and serving as the trusted point of contact for patients, families, facility staff, and providers.

What You'll Do

• Serve as the primary point of contact for patients, families, facility partners, and providers across your assigned patient panel
• Triage and prioritize urgent care requests, STAT tasks, and time-sensitive clinical communications in real time
• Maintain accurate, compliant patient documentation within our EMR system
• Proactively manage appointment scheduling, follow-up care, and interdisciplinary communication
• Lead new patient onboarding, ensuring each patient is contacted and scheduled within 24 hours of enrollment
• Participate in after-hours on-call rotation to support continuity of care
• Contribute to quality improvement initiatives and operational efficiency projects

How We Measure Success

Patient Communication & Responsiveness

• 95% of inbound calls answered within 60 seconds (~30 calls/day)
• Average caller wait time under 30 seconds; maximum not to exceed 2 minutes
• Urgent voicemails resolved within 1 hour; non-urgent within 1 business day
• After-hours voicemails addressed within 2 hours of next business day open

Care Coordination & Task Management

• 95% of clinical messages and emails addressed within 2 hours
• Routine tasks completed within 7 days; STAT tasks within 24 hours
• 100% of daily visit reminder calls completed (~20 calls/day)

Documentation & Quality

• Minimum 6 hours of care coordination activity logged daily
• Patient satisfaction scores of 8.5/10 or higher
• Full compliance with HIPAA, CMS, and OIG requirements at all times

What We're Looking For

• 2+ years of direct patient care experience in a clinical setting (Medical Assistant, LVN/LPN, CNA, Phlebotomist, Patient Care Technician, or similar role)
• Experience in healthcare coordination, patient services, or clinical operations
• Geriatric, Medicare Advantage, or value-based care experience strongly preferred
• Strong triage and prioritization skills in high-volume, real-time environments
• Proficiency with EMR/EHR systems and healthcare technology platforms
• Exceptional communication skills across diverse stakeholders (patients, families, physicians, facility leadership)
• Self-directed and accountable; able to work independently in a remote setting
• Available for on-call shifts: approximately 5 overnight and/or weekend shifts per rotation
• Remote work setup: reliable high-speed internet and dedicated, HIPAA-compliant workspace required
• Regulatory compliance: must maintain good standing with OIG, CMS, and Federal Health Care Programs (no exclusions or debarments)

What Success Looks Like

The Clinical Care Liaisons who thrive here don't wait to be told what needs attention — they already know. They've built personal systems for managing high-volume communication without dropping anything, they document with the same precision at 4:30pm as they do at 9am, and when a fragile patient calls scared, they hold that call with both urgency and calm.

By 30 days, you own your queue. You're navigating our systems independently and your patients and facility partners are starting to trust you.

By 90 days, you're consistently hitting every performance benchmark and your care team is leaning on you — not managing you.

At one year, you are the person newer team members come to when a situation is complex and they're not sure what to do next.

This role is a strong fit if you:

• Thrive in high-volume, fast-moving environments where your organization directly affects patient outcomes
• Hold yourself to a higher standard than your manager has to
• Want meaningful daily work with a vulnerable population and can feel the weight of that responsibility without being paralyzed by it
• Take pride in documentation accuracy and communication follow-through even when no one is watching

This role is not a fit if you:

• Prefer a self-paced environment without measurable daily output expectations
• Are uncomfortable being held to specific performance metrics
• Cannot commit to a fixed shift schedule with on-call rotation
• Are looking for a role with minimal patient-facing accountability

Benefits Designed For You and Yours

• Paid Parental Leave• Medical, Vision, and Dental Insurance• 401K Retirement Plan• Cell Phone Reimbursement• Annual Wellness Allowance• FSA and Dependent Care FSA• 10 Paid Holidays• Generous Paid Time Off• Paid Sick Days

Pine Park Health is an equal opportunity employer. Employment is at-will. This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While this is intended to be an accurate reflection of the current job, the Company reserves the right to revise the job or to require that other or different tasks be performed as assigned.