Patient Care Coordinator

When someone calls us, they're usually having a bad week. They're in pain. Or six weeks out from surgery. Or scared they aren't going to get their mobility back. Whoever picks up that call decides whether they feel like a case number, or like they've finally found someone who's got them.

We're hiring the person who answers that call.

ABOUT US

Next Level Rehab is a small, family-owned physical therapy practice in Asheville, NC. We specialize in aquatic therapy and in-home physical therapy, and every patient gets one-on-one care. Many of them are older adults working through pain, surgery recovery, or a loss of mobility. Our patients have given us a 5.0-star rating on Google, and we work hard to keep it that way.

We're looking for a Patient Care Coordinator who's kind, dependable, and highly organized, and who wants part-time work that makes a real difference in people's lives.

THE ROLE AT A GLANCE

• Schedule: Monday-Thursday, 1:00-5:00 PM Eastern (16 hours a week). There is some flexibility on the exact hours for the right person. The 16 hours a week is what's fixed.
• Pay: $21-23 per hour, part-time W2 employee. This is above the typical local market rate for this role.
• Benefits: Six paid holidays
• Location: Remote. Asheville / Western North Carolina strongly preferred, since you'll be scheduling patients across the area and knowing it helps. Elsewhere in the Eastern time zone considered for the right person.
• Reports to: Haley McCloskey, Owner & COO
• Start date: November 2026

WHAT YOU'LL DO

Own the phones during your shift

• Answer our office and operations phone lines, plus voicemails and texts, 1:00-5:00 PM, Monday-Thursday. Expect roughly 10-15 calls in a shift.
• Handle new patient inquiries, reschedules, cancellations, and general questions
• Answer basic billing questions, and set up a callback for anything more detailed
• Know when to pass a call on: clinical, insurance, and sales calls go to the right teammate
• Return voicemails and messages the same day, or within one business day
• Never give clinical advice. You'll connect patients with the right person on our team instead.

Schedule patients

• Book evaluations and ongoing visits in our electronic medical record system (Heno)
• Match patients with the right therapist based on location, pool times, and availability
• Fill late-cancellation openings so patients can get care sooner

Welcome new patients

• Complete the intake form during a patient's first call
• Set up new patient accounts in Heno
• Send intake and outcome measure forms, and welcome emails
• Check insurance benefits
• Request referrals from doctors' offices, check faxes, and upload documents to patient records

Support the team

• Call patients after discharge to check in
• Handle data entry and other admin tasks as needed
• As you get comfortable in the role, help with outreach or other projects

WHO YOU ARE

You're reliable: you're on time, and when you say you'll finish something, you finish it, all the way. You catch details other people miss. You're warm and patient on the phone, even when a caller is frustrated or hurting, and people can tell you care. You stay organized and work well on your own without someone checking in.

Required

• At least 2 years of customer service experience
• A caring, compassionate, and professional manner, including in difficult conversations
• Excellent written and verbal communication
• Strong attention to detail and follow-through
• Self-motivated and comfortable working autonomously
• Ability to stay organized and follow processes closely
• Comfortable with technology and able to learn new software quickly
• Proficient with Microsoft Excel and Word, Gmail, and Google Calendar

Preferred

• Experience in healthcare or a medical office
• Familiarity with the Asheville / WNC area
• A bachelor's degree, or equivalent work experience
• Spanish language skills

WHAT SUCCESS LOOKS LIKE AT 90 DAYS

• Every voicemail and text returned the same day
• New patient accounts set up in Heno accurately the first time, without rework
• Late-cancellation openings filled instead of sitting empty
• Patients who've spoken with you mention you by name
• You're running the afternoon independently, and nobody is checking behind you

WHAT YOU'LL NEED

• Your own computer and reliable high-speed internet
• A private, quiet workspace where patient conversations and information stay confidential
• A reliable smartphone that can run the Google Voice app
• Availability Monday-Thursday, 1:00-5:00 PM Eastern, every week
• Willingness to complete a background check and sign a HIPAA confidentiality agreement

HOW TO APPLY

Apply through this posting, and include a short cover letter telling us why this role caught your eye.

Next Level Rehab is an equal opportunity employer. We welcome applicants of all backgrounds.

Pay: $21.00 - $23.00 per hour

Expected hours: 16.0 per week

Benefits:

• Paid time off

Application Question(s):

• Can you reliably work 1-5 PM Eastern, Monday–Thursday, every week?
• Do you have a private, quiet workspace for confidential patient calls?
• Do you have your own computer and reliable high-speed internet?
• Are you located in the Asheville / WNC area?

Experience:

• Customer service: 2 years (Required)

Work Location: Remote