Patient Coordinator - Spanish Required

MUST SPEAK SPANISH - The Patient Coordinator is the voice of the agency. This is a phone-first position — you will spend the majority of your day on active calls with clients, families, caregivers, case managers, and referral sources.

You are not doing paperwork with a phone nearby. You are on the phone, all day, taking care of people you will rarely meet in person. If you are energized by talking to people and solving problems in real time, this role fits. If you prefer quiet independent desk work, it does not.

What you'll do:
Inbound calls
Answer all incoming calls promptly and professionally as the first point of contact
Take intake calls from prospective clients and families; explain our services, eligibility, and what to expect
Field client concerns — schedule changes, caregiver questions, service complaints, supply needs — and resolve or route them the same day
Handle calls from case managers, MCO staff, and referral partners
Outbound calls
Make routine wellness and check-in calls to active clients on a set cadence
Follow up on new referrals, pending authorizations, and inactive clients
Confirm schedules, service changes, and upcoming assessment or reauthorization dates
Call clients when a caregiver calls off and coordinate coverage
Coordination and documentation
Document every call accurately and immediately in the client record
Track open issues to closure — no call ends without a next step
Coordinate between clients, caregivers, and office staff so nothing falls between them
Escalate clinical concerns, incidents, or safety issues to the Administrator or nurse right away
Maintain accurate client contact information, service schedules, and preferences

What we're looking for:
Required
Prior experience in home care, home health, hospice, a medical office, or a call-center role with patient contact
Comfortable spending 5–7 hours a day on the phone
Clear, warm, professional phone presence; strong listening skills
Ability to document quickly and accurately while talking
Solid computer skills — EMR/scheduling software, email, Excel or Google Sheets

Strongly preferred
Familiarity with Wisconsin Medicaid, ForwardHealth, Family Care, or IRIS
Experience with home care scheduling and EVV systems

Who succeeds here:
Patient with people who are stressed, elderly, or unwell — and steady when a call gets difficult
Organized enough to keep 20 open items straight without a supervisor tracking them
Discreet with confidential health information (HIPAA)
Follows through. Calls back when they say they will.