Patient Care Coordinator

Patient Care Coordinator
Location: Columbus, OH (on-site) 
Employment Type: Full-time, Hourly 

Schedule: Monday–Friday, one of two shifts — Early: 8:00 AM–5:00 PM, or Late: 11:00 AM–8:00 PM.  
Benefits: Health, dental, vision insurance; paid time off; 401(k)/retirement; disability

Support members with receiving the preventive care they deserve — one phone call at a time. This is a 100% phone-based role from our Columbus office, built on real conversations that make healthcare feel a little easier to navigate.

About Total Care Connect
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.

Key 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

What Success Looks Like
This is a fast-paced, high-touch, member-facing role — but at its heart, success means genuinely helping members feel comfortable saying yes to care they need, one thoughtful conversation at a time. Placing calls day in and day out takes empathy, warmth, resilience, and structured organization, alongside strong service-oriented communication skills. You'll receive direction on what success looks like, along with hands-on coaching during your onboarding and ramp-up period.  

Qualifications
Required

• 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