Patient Care Coordinator - REMOTE

Pearl

1d • Remote

About The Position

A pioneering virtual psychiatric care company is hiring a Care Coordinator to own patient communication and administrative operations end-to-end as the team scales. The company operates a telemedicine-based platform specializing in medically supervised medication tapering through a clinically grounded hyperbolic deprescribing approach — a model with no direct equivalent in conventional psychiatry. The patient population is sensitive and high-stakes: individuals working toward greater autonomy from long-term psychiatric medications. The team is small, remote, and mission-driven, and this hire will be one of its first ten core employees. A single coordinator has owned the function entirely since the company's early days; this role exists because patient volume is scaling from 350 to 500–600 active patients, and the function needs a second owner who can run independently within 90 days. Day-to-day, the Care Coordinator manages a high-volume shared patient inbox via Help Scout, triages clinical versus non-clinical messages, responds to non-clinical inquiries same-day, handles appointment scheduling, membership and billing updates via Stripe, pharmacy coordination, records requests, and fax inbox management. Clinical team communication runs through Slack and Notion. Success at 90 days is defined precisely: 100% same-day response rate on non-clinical messages, zero misdirected clinical messages, 90%+ of routine tasks resolved independently, and full platform proficiency across Help Scout, Stripe, Notion, Elation, Spruce, and Huxley.

Requirements

• 2+ years of experience in care coordination, medical administration, or a directly related healthcare role.
• Verified experience managing high-volume patient communications independently — owned the inbox, not supported it.
• Demonstrated experience working within a behavioral health or mental health environment.
• Documented ability to triage clinical versus non-clinical patient situations without supervision.
• Proficiency in Help Scout, Slack, Stripe, and Notion — or verifiable rapid adoption of comparable platforms across a prior role.
• English proficiency at C1+ (CEFR) — written and verbal, patient-facing standard required.

Nice To Haves

• Educational background in psychology, public health, or health sciences.
• Prior experience in a telehealth or virtual-first care environment.
• Familiarity with Elation EHR, Spruce, Huxley, Cal.com, or Headway.
• Working knowledge of HIPAA and patient privacy requirements.
• Background at comparable behavioral health organizations (e.g., Charlie Health, Bicycle Health, Boulder Care, Workit Health, or similar virtual psychiatric or SUD-focused platforms).

Responsibilities

• Manage a high-volume shared patient inbox via Help Scout.
• Triage clinical versus non-clinical messages.
• Respond to non-clinical inquiries same-day.
• Handle appointment scheduling.
• Manage membership and billing updates via Stripe.
• Coordinate pharmacy requests.
• Process records requests.
• Manage fax inbox.

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed