Patient Care Coordinator

Description

OUR MISSION

Wellness Equity Alliance is a national multidisciplinary health organization that designs and delivers integrated, community-based care for populations most impacted by health inequities. We do this through mobile and field-based models, providing medical care, behavioral health services, substance use treatment, harm reduction, and care coordination in nontraditional settings such as encampments, schools, reentry sites, and rural communities as well as with sovereign tribal nations. Grounded in trauma-informed, culturally responsive, and data-driven practices, WEA combines clinical expertise, lived experience, and advanced population health analytics to reduce barriers to care, improve continuity, and strengthen local systems. We have partnered with more than 60 public agencies, managed care plans, and community-based organizations across the U.S. to implement scalable, sustainable programs that are advancing health equity and improving outcomes for historically marginalized populations.

We are known as Renegades, Rebels, Disruptors and Dreamers. If that sounds like you, we want you on our team.

JOB DESCRIPTION

Purpose of the position

The Patient Care Coordinator serves as a key member of the Wellness Equity Alliance (WEA) care team, responsible for conducting telephonic outreach to prospective CalAIM members and connecting eligible individuals to WEA's Enhanced Care Management (ECM) and Community Supports programs. This position focuses exclusively on remote outreach activities, engaging patients through phone calls, educating them on available services, and facilitating enrollment into appropriate programs.

The ideal candidate is compassionate, organized, comfortable making a high volume of outbound calls, and passionate about improving health outcomes for underserved populations.

Key Highlights

• Compensation: The compensation range for this role is $25 - $28 per hour, with final compensation determined based on experience, qualifications, and role scope.
• Work Location & Expectations: California based preferred, PST timezone work is required. 
• Professional Development: Opportunity to collaborate with cross-functional leaders across Behavioral Health, Medical, Street Medicine, Public Health, Rural Health, and Tribal Health initiatives.

Key Responsibilities

• Conduct high-volume outbound telephone outreach to prospective CalAIM members identified through health plan referrals, community referrals, and internal lead lists.
• Explain WEA services, Enhanced Care Management (ECM), and Community Supports programs to eligible individuals.
• Build rapport and engage individuals who may be hesitant or difficult to reach.
• Screen potential participants for program eligibility and interest.
• Schedule enrollment appointments and coordinate warm handoffs to Care Managers and other clinical team members.
• Document all outreach activities, patient interactions, and enrollment outcomes accurately in designated systems.
• Maintain productivity standards related to outreach volume, contact rates, and enrollment goals.
• Follow established workflows, scripts, and compliance requirements regarding patient communication.
• Collaborate with supervisors and program staff to improve outreach effectiveness and patient engagement.
• Maintain confidentiality and comply with HIPAA and all applicable privacy regulations.
• Participate in team meetings, training sessions, and quality improvement initiatives.
• Meet daily outreach targets, including outbound call volume, successful contacts, and enrollment conversion goals.
• Maintain accurate tracking of outreach outcomes and disposition codes.
• Complete follow-up activities within established turnaround times.
• Perform other duties as assigned.

Essential Skills and Qualifications:

Compliance & Documentation Standards 

• Accurately document all patient interactions in real time using approved systems and workflows.
• Adhere to all documentation, privacy, and regulatory requirements including HIPAA, CalAIM, and health plan contractual standards.
• Participate in routine quality assurance reviews and coaching sessions.

Knowledge, Skills, and Abilities

• Strong interpersonal and relationship-building skills.
• Ability to engage individuals from diverse backgrounds with cultural sensitivity.
• Demonstrated ability to meet performance goals and productivity metrics.
• Strong problem-solving and critical-thinking abilities.
• Ability to maintain professionalism when interacting with vulnerable populations.
• Commitment to WEA's mission of advancing health equity and improving access to care.

Working Conditions

• Fully remote position.
• Requires extended periods of telephone communication and computer use.
• Must maintain a private, HIPAA-compliant workspace with reliable internet access.
• Occasional attendance at virtual meetings and trainings required.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Ability to communicate clearly via telephone and video conferencing platforms.
• Ability to perform repetitive hand and wrist movements associated with computer use.

Requirements

Qualifications and Education Requirements

• High school diploma or equivalent.
• Minimum of one (1) year of patient centered care experience in patient services, healthcare outreach, call center operations, care coordination, or a related field.
• Excellent verbal communication and active listening skills.
• Strong organizational and documentation skills.
• Ability to work independently in a remote environment.
• Proficiency with Microsoft Office and web-based applications.
• Ability to manage a high volume of outbound calls while maintaining professionalism and empathy.

Preferred Skills

• Experience working with Medicaid/Medi-Cal populations.
• Experience with CalAIM, Enhanced Care Management (ECM), Community Supports, or population health programs.
• Bilingual English/Spanish strongly preferred.
• Experience using electronic health records (EHRs), CRM systems, or care management platforms.