Patient Services Coordinator – Trilingual

About the role

The Patient Services Coordinator provides personalized concierge support to members throughout their healthcare journey. Working in a hybrid model, the coordinator assists with appointment scheduling, referrals, and medical navigation for patients receiving care in the United States or internationally.

Key responsibilities

• Deliver concierge assistance to members needing medical services, guidance, or navigation.
• Verify policy eligibility and coordinate with internal teams to ensure timely access to covered services.
• Collaborate with Precertification and Case Management to schedule appointments, second opinions, inter‑consultations, and referrals.
• Monitor and respond to emails and service requests within established turnaround times.
• Maintain direct communication with members, agents, providers, and families via phone, email, and WhatsApp.
• Support members during hospitalization and post‑discharge follow‑up.
• Steer members toward preferred providers and Centers of Excellence based on quality standards.
• Request and follow up on medical records, clinical updates, and provider documentation.
• Escalate high‑cost or complex cases to Case Management and Precertification.
• Assist with internal tools and workflows for patient navigation and case tracking.

Required profile

• Medical or clinical background preferred (e.g., nurse, physician, medical assistant).
• Strong communication skills in three languages (English, Spanish, and a third language).
• Ability to work collaboratively with internal teams, providers, and members.
• Knowledge of confidentiality, compliance, and professional conduct standards.

Required skills

• Knowledge of ICD and CPT coding systems.

What we offer

• Hybrid work arrangement with three days per week onsite in Quito or Guayaquil.
• Opportunity to support members across international healthcare settings.
• Professional development in patient navigation and case management.