Bilingual Care Support Coordinator

Fort Health

2d•$20 - $22•Remote

About The Position

Fort Health is a mental health company dedicated to increasing access to care for children and adolescents. We are seeking a compassionate, detail-oriented, and customer-focused Bilingual Care Support Coordinator to join our Operations Team. This role is a primary point of contact for patients and families, responsible for creating a positive and supportive experience while ensuring patient needs are met with accuracy and efficiency. The position involves managing administrative and patient support tasks in a fast-paced virtual healthcare setting, requiring clear communication, critical thinking, and thorough follow-through to ensure a seamless patient experience. The Bilingual Care Support Coordinator collaborates with providers and internal departments to support high-quality patient care and efficient operations, reporting directly to the Senior Care Operations Manager.

Requirements

2+ years of experience in a physical or virtual provider office (MD) as part of a Care Support Coordinator team required
Experience in pediatric or behavioral health settings strongly preferred
Proven experience in answering phones, communicating with patients and their families, verifying insurance coverage, registering patients, and scheduling/rescheduling appointments within an Electronic Health Record (EHR) system required
Demonstrated ability to coordinate with clinicians in a healthcare setting to support patient care needs required
Strong knowledge of HIPAA-compliant patient communication protocols is highly desired.
Experience in documenting workflows and standard operating procedures (SOPs) is strongly desired
Private, enclosed workspace (e.g., home office) required to maintain confidentiality when speaking with patients during work hours
Proficiency with Gmail, Google Workspace (Docs, Sheets), and Microsoft Office Suite (Word, Excel) required, along with the ability to quickly learn new software systems as needed
Excellent verbal and written communication skills in English & Spanish required
Bilingual in Spanish is required
Ability to thrive in a fast-paced environment, manage multiple tasks effectively, and adapt to frequent changes

Nice To Haves

Experience in pediatric or behavioral health settings
Strong knowledge of HIPAA-compliant patient communication protocols
Experience in documenting workflows and standard operating procedures (SOPs)

Responsibilities

Deliver exceptional customer service by providing compassionate, timely, and solution-focused support to patients, families, referral partners, and providers.
Respond to incoming calls from families, parents, pediatrician partners, and provider offices with professionalism, empathy, and efficiency.
Utilize the Electronic Health Record (EHR) system and patient-facing application to register patients, schedule and reschedule appointments, verify insurance, and provide basic EHR support.
Collaborate with therapists and psychiatrists to coordinate appointments, gather required documentation, and support quality patient care.
Follow through on patient requests to ensure timely resolution and a seamless patient experience.
Partner with team members to identify and implement process improvements that enhance operational efficiency and the patient experience.
Document business processes and standard operating procedures (SOPs) to support consistency across the team.
Make outbound calls to pediatric offices, patients, and other stakeholders to support patient care and administrative needs.
Manage inquiries received by phone, email, fax, and mail, ensuring accurate documentation and timely follow-up.
Perform additional administrative duties and projects as assigned.