Patient Care Coordinator

Total Care Connect•Columbus, OH

33d•Onsite

About The Position

Total Care Connect (TCC) is a mobile integrated health organization delivering in-home clinical and preventive care to members across Ohio and surrounding regions. Our clinical and field teams provide those in-home visits — and you'll be the friendly voice on the phone who helps make that connection happen, working entirely from our Columbus office. We serve health plans, health systems, and provider-based organizations by reaching members where they are, improving access, closing care gaps, and reducing avoidable emergency room visits and hospitalizations with a focus on high-quality member experience and coordinated care across our clinical and administrative teams. Position Summary The Patient Care Coordinator connects health plan members to preventive healthcare services offered through TCC — educating members about in-home preventive care visits and helping them get scheduled. In this role, you'll lead with a member-centric approach with an emphasized focus on member education: taking the time to explain what an in-home visit includes, how it's covered by insurance, and how it complements the care provided by a member's primary care provider, before ever asking them to schedule. You'll often be reaching members who have lost touch with seeking and receiving health care, and simply, may just not be expecting the call, so a little warmth and patience goes a long way — building trust matters more than rushing through the conversation.

Requirements

High school diploma or equivalent
Consultative, educator-style communicator — comfortable explaining information clearly and building trust through conversation
Service-oriented approach when engaging with members, with the ability to maintain composure while responding to difficult conversations
Resilient and persistent — comfortable reaching out to people who don't always respond to calls or text messages and/or aren't initially interested in addressing their healthcare needs
Highly organized, reliable, and self-motivated with attention to detail
Embraces and welcomes operating in a fast-paced environment, while navigating change with a positive mindset
Comfortable in a fully phone-based, desk role — this position does not include field or in-person visits
Proficient with basic technology applications and tools, including Microsoft Office
Ability to sit and work at a phone/computer workstation for the duration of a shift

Nice To Haves

1–2 years of experience in healthcare member engagement, outreach, care coordination, medical scheduling, or a healthcare-focused call center
Experience in benefits counseling, patient/member education, or health coaching
Experience working with Medicaid or Medicare managed care populations
Familiarity with EMR or healthcare documentation systems
Comfort with mapping tools or basic route/logistics thinking to support efficient scheduling

Responsibilities

Conduct outbound calls, texts, and emails to eligible health plan members, leading with education about their preventive care benefits before asking them to schedule
Clearly explain what a visit includes, how it's covered by insurance, and how it fits alongside their existing care — addressing common questions and concerns proactively
Use approved scripts and resources to explain available preventive care services and guide interested members toward scheduling
Schedule visits with an emphasized focus on meeting the members when and where they’re at, while also keeping route efficiency in mind to minimize waiting times for field providers to arrive
Verify member eligibility and maintain accurate, up-to-date contact information
Document every contact attempt and outcome immediately and accurately in TCC's engagement and scheduling platform
Follow TCC's multi-touch communication process to maximize member reach
Obtain text message consent and send appointment reminders per company policy
Reschedule canceled or missed appointments promptly to minimize care gaps
Collaborate with our clinical and scheduling teams to ensure seamless care
Maintain confidentiality of all member information in compliance with HIPAA