Care Coordinator (Ecuador)

ABOUT COLURE HEALTH & THE ROLE

Colure Health operates the Mozaiq Care+ platform and runs post-discharge care-continuity outreach for patients discharged from NYC Health + Hospitals facilities. The goal is simple: close the gap between hospital discharge and the patient’s next real appointment.

The Care Coordinator is a care-access closer, not a salesperson. Patients typically arrive already identified, verified, and enrolled by an Enrollment Specialist, so the Coordinator can move straight into the safety screen and scheduling conversation. Every completed, safe call ends with a booked PCP, specialist, or telehealth appointment, or a clearly owned same-day safety action — a pleasant conversation with no scheduled next step is not a successful call. This role supports U.S. Eastern Time (ET) business hours. Ecuador Time (UTC−5) closely tracks U.S. Eastern Time year-round (aligned during EST and one hour ahead of ET during EDT), which minimizes schedule disruption compared with other regions. Ecuador’s official currency is the U.S. dollar, which simplifies pay benchmarking against the ranges below.

KEY RESPONSIBILITIES

•     Place outbound, post-discharge calls to patients recently discharged from NYC Health + Hospitals facilities (Bellevue, Elmhurst, Kings County, Lincoln, Metropolitan, and Woodhull), following Colure Health’s Care Continuity Outreach Playbook call flow: Verify – Safety – Reason – Path – Barrier – Close – Document.

•     Verify patient identity (name and date of birth) and confirm permission before discussing care details with a caregiver or family member.

•     Run the safety screen on every call to surface emergency or same-day clinical issues before scheduling; immediately direct patients to 911 or 988 and stop routine scheduling when a red-flag symptom is reported.

•     Determine the correct follow-up pathway — PCP, specialist, telehealth fast-track, or same-day clinical escalation — and close every reachable, safe call with a booked appointment as the primary outcome.

•     Identify and resolve real-time barriers to care (transportation, language, childcare, work conflicts, cost concerns, distrust) using the zero-barrier approach; no referral form or insurance question is used as a reason to delay scheduling.

•     Offer immediate PCP assignment to patients who do not have, or have lost contact with, a primary care provider.

•     Apply the Acknowledge – Reframe – Solve – Close objection-handling framework to move hesitant patients toward a scheduled next step.

•     Receive each patient after an Enrollment Specialist has already reviewed the provider/discharge list, verified eligibility and insurance, obtained consent, and set the patient up in Mozaiq Care+ — using that completed intake to move straight into the safety screen and scheduling conversation instead of re-collecting information.

•     Document every call outcome in Mozaiq Care+ using the required outcome code (appointment booked, next step assigned, unable to reach, refused, same-day escalation, or emergency escalation) along with barrier, urgency, owner, deadline, permission status, and next action.

•     Adapt scripts for elderly, limited-English-proficiency, behavioral-health, and caregiver-involved patients, and for those enrolled in MLTC, FIDA, or PACE plans, using qualified interpreter support where needed.

•     Meet quality and productivity standards measured against the Manager QA Scorecard (opening and trust, privacy and permission, safety screen, pathway accuracy, barrier resolution, conversion close, documentation, and role boundaries).

REQUIRED QUALIFICATIONS

•     Native or fluent Spanish plus strong English (C1) — this bilingual fluency lets Ecuador-based staff speak directly with NYC Health + Hospitals’ large Spanish-speaking patient population without routing through interpreter support.

•     High school diploma or equivalent; coursework or experience in healthcare, customer service, or call-center operations is a plus.

•     6+ months of experience in a contact-center, customer-service, healthcare-support, or patient-facing role.

•     Comfortable following a structured call script while adapting naturally to real, sometimes difficult, patient conversations.

•     Strong active listening, empathy, and de-escalation skills; able to stay calm with anxious, confused, or distrustful patients.

•     Basic computer literacy and the ability to navigate a documentation platform (Mozaiq Care+) while talking with a patient.

•     Reliable high-speed internet, a quiet distraction-free workspace, and equipment suitable for handling sensitive health information.

•     Available to work scheduled shifts within the role’s Eastern Time (ET) operating window, including rotating evening or Saturday shifts.

•     Able to pass a background check and complete HIPAA / PHI-handling training prior to taking live patient calls.

PREFERRED QUALIFICATIONS

•     Prior experience in a healthcare, medical office, insurance, or care-management call-center environment.

•     Familiarity with EHR, scheduling, or care-management platforms.

•     Experience working U.S. healthcare accounts or supporting U.S.-based patients.

WHAT SUCCESS LOOKS LIKE

•     Appointment-booked rate — the primary metric: every safe, reachable call ends in a scheduled PCP, specialist, or telehealth visit, or a documented same-day safety action.

•     Average Manager QA Scorecard score (100-point rubric covering opening/trust, privacy, safety screen, pathway accuracy, barrier resolution, conversion close, documentation, and role boundaries).

•     Zero automatic-fail incidents: no medication advice given, no false reassurance, no missed red-flag symptom, no unauthorized PHI disclosure.

•     Documentation completeness and accuracy in Mozaiq Care+ on every call.

WHAT COLURE HEALTH OFFERS

•     Full paid training on the Care Continuity Outreach Playbook, safety-escalation protocols, and the Mozaiq Care+ platform before taking live calls.

•     Remote, work-from-home role with a defined, consistent shift schedule.

•     Ongoing call coaching and QA feedback from a dedicated supervisor.

•     Career growth path within Colure Health’s care-management organization, including pathways into Enrollment Specialist and senior coordinator roles.

ROLE BOUNDARIES & COMPLIANCE

Care Coordinators are not clinicians

Care Coordinators do not diagnose, clear symptoms, give medication advice, or tell a patient they are "fine". Their job is to screen for safety, remove barriers, and get the patient to the right appointment or escalation- every call ends with a documented next step. 

Applicants must be a resident of the country where this job is posted.