Care Coordinator Jobs in USA 2025 – Check Details

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Job Summary:

• The Care Coordinator in Penn Signature Services (PSS) is accountable for delivering the highest quality of service to all prospective and current patients who access the University of Pennsylvania Health System/Penn Medicine remote and in-person services, which are supported by PSS programs (Penn Passport, Executive Health, Patient Facilitated Services, Penn Global Medicine, and The Pavilion at HUP), with minimal supervision.
• The primary point of contact and liaison for the patient is the Care Coordinator, who is expected to seamlessly and proactively coordinate the service and medical care.
• In addition, the Care Coordinator is responsible for coordinating communications with referring or sponsoring parties, including University Trustees, senior leaders, Development Officers on behalf of major donors, US and foreign governments, US and global insurance companies, and senior leaders at numerous corporations, foundations, and institutions affiliated with the University).
• The Care Coordinator, who serves as the primary point of contact for all parties involved in the coordination of the care process, is accountable for comprehending the requirements of a potential or current patient, identifying the appropriate Penn Medicine department or physician to contact for advice or information, assisting in the acquisition of necessary medical information, and subsequently organizing the potential care process.
• PSS program patients are either high-profile, destination patients, or patients who pay a premium for special services that necessitate numerous considerations for the timing and coordination of the care process. This increasingly includes the balancing of telehealth options for support prior to traveling to Philadelphia or visiting a Penn Medicine site for care.
• Significant coordination is necessary for destination patients, as they frequently necessitate the involvement of multiple departments or services in the initial planning and arrival requirements.
• Care Coordinators are anticipated to conduct proactive check-ins and be present and accessible on site to facilitate communication with the patient, representatives, and clinical service teams when PSS patients receive care at Penn Medicine.
• Services of interpreters are necessary for numerous patients from around the world. Care Coordinators who possess the necessary language skills must undergo training to ensure that they are able to provide in-person and remote interpreter services as required.
• Care Coordinators must also possess the necessary knowledge and skills to effectively communicate with patients regarding financial considerations for self-paying patients, patients covered by governments or non-contracted insurances, in collaboration with PSS specialized Financial Coordinators.
• Many patients have access to staff mobile numbers, and PSS programs offer 24/7 support that may necessitate the input and assistance of the Care Coordinator, who is familiar with the patient and can facilitate the process outside of business hours.
• Patients have a high expectation of the level of service they will receive. Care Coordinators may be required to provide patient assistance on-site during non-business hours.
• Ensures that all privacy and HIPAA standards are upheld throughout the patient’s care continuum, with a particular emphasis on patients who may be high-profile.

Responsibilities:

• Serve as the primary point of contact between the patient and all corporate and clinical departments at the UPHS. Assist the patient and/or caregiver(s) with any non-clinical requests.
• Identify the appropriate clinician and/or clinical department for clinical-related questions and inquiries, and ensure that all of the patient’s concerns are addressed in a timely manner.
• Ensure that all medical records are received and translated into English in collaboration with a clinician to enable the clinical staff to continue the case review.
• Assist in the timely completion of remote medical second opinions by acting as the primary contact and liaison for all parties involved in the coordination of logistics related to this service.
• Maintain effective communication and the transfer of medical records to the patient’s referring physician upon discharge from the UPHS.
• He/she is responsible for the patient caseload and is required to regularly meet and communicate with all internal and external stakeholders regarding the patient’s current status.
• Key stakeholders from the UPHS will receive timely updates from patient representatives, government officials, and embassies.
• Communicate with the patient and/or third-party representative to ensure that all aspects of the intake process are completed in accordance with PSS guidelines and standards, conducting intake assessments for domestic and international patients seeking care at UPHS.
• Communicate expectations with the patient in advance of consultations. Provide referral nurses and individuals with appropriate guidance (when applicable) to facilitate the resolution of scheduling issues encountered by the Contact Call Center.
• Meet and assist patients and their families in locating appointments (which may include appointments on weekends and in the early morning, if deemed necessary).
• Throughout the continuum of care, provide the patient and caregiver(s) with follow-up regarding continuous services.
• Assess the requests submitted by the patient and clinical staff for all clinical appointments, including inpatient and outpatient appointments, as well as patient transfers, to guarantee that all stakeholders are informed of the request and that the process is executed in accordance with the institution’s policies.
• Senior management reserves the right to facilitate additional requests, such as the acquisition of durable medical apparatus for a patient, the identification of third-party vendors, and the facilitation of pharmacy requests.
• Arrange transportation for specific individuals within the PSS system, such as commercial aircraft, air evacuation, and ad hoc.
• Ensure that the patient and their family have access to suitable lodging options, including both short-term and long-term accommodations. Coordinate hotel accommodations or housing options.
• Assist in the initial establishment of financial accounts (when applicable, as this pertains primarily to our international patient population).
• Maintain a daily record of work activities, which may include the volume of patient calls and the completion of progress notes in accordance with PSS standards.
• Ensure that all activities are recorded in the PSS database platform, Salesforce, or another software that has been designated.
• Track the sources of patient referrals, ensuring that the Salesforce database contains accurate records of the referring physician [s], patient’s country of origin, and contact information.

Benefits:

• Long-Term Job Security: The consistent demand for care coordinators is guaranteed by the growing demand for healthcare services, which ensures job stability.
• Competitive Salaries: A significant number of employers provide competitive salaries, particularly in government-funded programs or specialized healthcare settings.
• Career Development Opportunities: Care coordinators have the potential to specialize in fields such as mental health, chronic disease management, or geriatric care, or to transition into management positions.
• Training and Professional Development: Numerous organizations offer on-the-job training and certifications, which improve employability and skills.
• Diverse Work Environments: Care coordinators have the opportunity to work in a variety of settings, including hospitals, clinics, government agencies, nonprofit organizations, and insurance companies, which provides a wide range of career opportunities.
• Contribution to Public Health: Coordinators are instrumental in enhancing the accessibility of healthcare and guaranteeing that patients receive the requisite services, thereby enhancing the health of the community.
• Bilingual Opportunities: This position offers the opportunity to interact with diverse populations and enhance communication with patients by requiring fluency in both Spanish and English.
• Flexible Work Options: Certain employers provide hybrid or remote work options to improve work-life balance.
• Access to Health Benefits: The majority of care coordinator positions are accompanied by comprehensive benefits, such as health insurance, paid time off, and retirement savings programs.
• Collaborative Work Environment: Coordinators frequently collaborate with healthcare professionals, social workers, and community organizations to promote networking and collaboration.
• Patient Advocacy Experience: The position entails the personal fulfillment of advocating for patients to ensure that they receive the appropriate care and services.
• Specialized Care Systems Exposure: Coordinators acquire valuable insights into healthcare systems, patient care pathways, and insurance processes that are invaluable for career advancement.
• Good Community Impact: Coordinators assist underprivileged populations in obtaining essential services and resources, thereby addressing healthcare disparities.

Education or Equivalent Experience:

• High school diploma or GED is mandatory.
• 3+ years of experience in a healthcare environment that required substantial interaction with patients and/or clinicians (Required).
• A bachelor’s degree in international studies or healthcare is preferred.
• Preferred: Experience in a role that necessitates client interaction or customer service.
• Preferred: Bilingual.

Skills & Abilities:

• Exhibited proficiency in verbal and interpersonal communication.
• Exhibited proficiency in written communication.
• Employs appropriate telephone protocol.
• Proficiency in client and consumer relations.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel).
• Capacity to employ critical reasoning.
• Capacity to function effectively in a multi-cultural setting.
• Capacity to exhibit tolerance.

We are of the opinion that the highest quality of care for our patients is contingent upon the highest quality of care for our employees. Our employee benefits programs assist our employees in achieving and maintaining optimal health. We provide a comprehensive compensation and benefits program that includes one of the most exceptional prepaid tuition assistance programs in the region. Penn Medicine employees are dedicated and actively involved in our mission. Together, we will persist in the development of medical innovations that enable individuals to live healthier, extended lives.

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We are an employer that is committed to affirmative action and equal opportunity. The employment of candidates is determined without regard to their race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran, or any other status that is protected by applicable law.

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