Bilingual Care Support Coordinator

Role Title: Bilingual Care Support Coordinator (Remote)

Salary: $20.00 - 22.00/hr

Schedule: 10:30am-4:30pm ET M-F; or 1:30pm-6:30pm ET M-F

Interview Process: 30 minute phone screening followed by a 30/45 minute virtual interview with Senior Care Operations Manager

About Fort Health

Fort Health is a mental health company on a mission to “open more paths to better care for more families.” We're all about making a real difference in the lives of children and adolescents. With a whopping 50% of kids in the US missing out on mental health care, we are determined to change that statistic. And with a market size of over $50 billion, we are not just dreaming big - we're making it happen!

Our Vision

Picture this: a world where every child has access to the support they need to thrive mentally and emotionally. With the help of our amazing partners, like the Child Mind Institute, we're creating a one-of-a-kind support system that combines digital tools with virtual clinicians. Because at Fort Health, we believe “we're stronger together.”

Position Overview

We are seeking a compassionate, detail-oriented, and customer-focused Bilingual Care Support Coordinator to join our Operations Team. As one of the first points of contact for our patients and families, you will play a critical role in creating a positive, supportive experience while ensuring each patient's needs are handled with accuracy, efficiency, and care.

In this role, you will manage a variety of administrative and patient support responsibilities, balancing exceptional customer service with strong attention to detail in a fast-paced virtual healthcare environment. Whether answering questions, coordinating appointments, resolving concerns, or collaborating with providers, you will be expected to communicate clearly, think critically, and follow through thoroughly to ensure a seamless patient experience.

The Bilingual Care Support Coordinator is an essential member of the Operations Team, partnering closely with providers and internal departments to support high-quality patient care and efficient day-to-day operations. This position reports directly to the Senior Care Operations Manager, who will provide guidance, assign projects, and support your professional growth.

The ideal candidate is proactive, organized, and dependable, with the ability to work independently, prioritize competing responsibilities, and deliver timely, thoughtful solutions while maintaining a high standard of service for every patient interaction.

Duties and 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.

Qualifications

• 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

Benefits

At Fort Health, our focus is to provide you with a comprehensive and competitive total reward package that supports you at all career stages- now and into the future. Our success depends on the knowledge, capabilities, and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – where we challenge you with engaging work that adds to your professional development. We are continuing to build out a comprehensive total rewards package including but not limited to:

• Time off: Company shut-down between Christmas and New Years Day

• Remote Work: Enjoy a 100% remote work environment with meaningful touchpoints with the team. Work from anywhere!.

• Collaborative Environment: Join our dynamic team, where collaboration is at the heart of everything we do! We foster a supportive environment that encourages working together so we can achieve more tremendous success and inspire one another to reach our full potential. If you’re looking for a place where your contributions are valued and your professional development is a priority, you've come to the right place!

Fort Health is a proud Equal Opportunity Employer – we recruit, train, compensate and promote our team members based on qualifications. We know how important it is not only to include, but to actively seek out a diversity of opinions and voices.

We want to hear from you regardless of your race, religion, national origin, sex, gender identity, sexual orientation, disability, age, veteran status, or any other applicable legally protected characteristics.