Care Coordinator

Location Preferences (PH / LATAM / Anywhere Remote): Philippines preferred; open to LATAM / Anywhere Remote with strong PST overlap

Talent’s Time of Work: Monday – Friday, 9:00 AM – 5:00 PM PST (open to shifting to EST based on market response)
PTO Policy: 10 days annually; US holidays observed

Job Industry: Healthcare / Pediatric Therapy / Care Coordination

Role Overview

Our client, Tailwind Care, is a fast-growing healthcare operations team supporting pediatric therapy practices (speech, physical, and occupational therapy). Tailwind Care is hiring a Care Coordinator to be the single point of contact for families navigating their child’s care, from first call through verification, authorization, scheduling, and ongoing follow-through. The Care Coordinator makes the journey simple for families: they explain coverage and costs in plain language, chase down what is needed before it becomes a blocker, and keep clinicians, schedulers, and billing teammates aligned around each family’s next step.

Insurance fluency is what makes this person effective, but the heart of the role is people, not paperwork. We are looking for an empathetic, organized operator who can hold dozens of families in motion at once without dropping a handoff. The right person also pairs that human side with strong written English and real fluency in modern AI tools. We use Claude, Tasklet, and other AI workflows daily to draft SOPs, accelerate routine work, and clear queues faster, so this role rewards someone who can think alongside AI rather than around it. The bar is high: smart, hardworking, takes ownership, writes clearly, and builds better processes as they go.

Core Responsibilities

Family Communication & Care Navigation – 30%
- Serve as the primary point of contact for families from first inquiry through ongoing care.
- Walk families through coverage, costs, authorizations, scheduling, and next steps in clear, empathetic, plain-language terms.
- Proactively reach out with status updates, document requests, and reminders so families never feel left in the dark.
- Handle sensitive conversations (denials, delays, financial responsibility) with composure and care.
- Manage email, ticket, and phone communications with high responsiveness and consistency.

Insurance Verification & Cost Clarity – 20%
- Verify insurance eligibility and benefits using Availity, payer portals, and direct payer calls.
- Confirm in-network status, deductibles, copays, co-insurance, and visit limits for each family.
- Translate verification results into accurate, easy-to-understand cost estimates for evaluations and ongoing care.
- Maintain a clean, up-to-date record of every verification in the CRM and shared trackers.

Authorizations & Referral Management – 15%
- Submit and track prior authorizations, referrals, and re-authorizations to prevent service disruption.
- Track authorization limits, expirations, and unit usage; flag and resolve risks before they impact care.
- Communicate authorization status updates to clinicians, schedulers, and families in real time.
- Resubmit authorizations or follow up on pending determinations to keep care moving.

Cross-Team Coordination – 15%
- Partner with clinicians, intake, scheduling, and billing teammates to keep each family moving through the care journey without dropped handoffs.
- Surface blockers early — missing documents, scheduling conflicts, payer issues — and drive them to resolution.
- Confirm provider notes meet documentation standards and follow up when items are missing.
- Hold the team accountable to commitments made to families, kindly and firmly.

SOP Development & AI-Powered Process Improvement – 15%
- Review, draft, and continuously improve SOPs covering verification, authorizations, family communication, and care handoffs.
- Use Claude, Tasklet, and other AI tools to speed up routine work — drafting payer summaries, summarizing benefit details, structuring follow-ups, and clearing queues.
- Identify repeatable steps in your own workflow and propose automations or tooling improvements.
- Partner with the operations lead to test, document, and roll out new workflows to the rest of the team.

Documentation & CRM Hygiene – 5%
- Keep CRM records, shared sheets, and internal notes accurate, current, and easy for teammates to pick up.
- Log every meaningful interaction and decision so anyone on the team can reconstruct a family’s history.

Key Requirements

Must-Haves (Required)
- Empathetic, patient-first communicator — comfortable explaining hard topics (costs, denials, delays) to anxious parents without losing composure.
- Excellent written and spoken English; clear, concise, and warm in family- and payer-facing communication.
- Case-management mindset — proven ability to track dozens of cases or families at once without dropping handoffs.
Hardworking, high-agency operator — takes ownership of outcomes and follows through without being chased.
- Demonstrated ability to read, draft, and improve SOPs and process documentation.
- Comfort and proficiency with AI tools — daily user of Claude, Tasklet, ChatGPT, or similar; able to prompt well, validate output, and integrate AI into real workflows.
- Working knowledge of US healthcare insurance basics — eligibility, benefits, prior authorizations, and how families experience the system.
- Strong cross-functional collaborator — comfortable nudging clinicians, schedulers, and billing teammates to keep care on track.
- Comfortable working independently in a fully remote environment with minimal supervision.

Nice-to-Haves (Preferred)
- Background in pediatric therapy, ABA, speech pathology, or mental/behavioral health settings.
- Prior experience as a patient navigator, intake coordinator, or care coordinator.
- Hands-on experience with medical billing, claims, or denials (supporting skill, not the main job).
- Bilingual (Spanish) — for families who prefer Spanish-language communication.
- Familiarity with HubSpot, Salesforce, or other CRMs.
- Experience using multiple EMRs simultaneously.
- Track record of building or improving SOPs that other teammates went on to use.

Tools

Proficiency Required
- Slack (team communication)
- Google Workspace — especially Google Sheets used as a working CRM
- Email and phone for family and payer communication
- AI tools used in daily work — Claude, Tasklet, or equivalent
- Comfortable using Availity and payer portals for verification and authorization tracking

Preferred
- HubSpot or Salesforce
- EMR systems used in pediatric therapy practices
- Candid or similar billing systems
- Ticket-based support tools

Screening Process
- Initial application via OLJ (no direct contact info allowed)
- Shortlisted candidates will proceed to a brief screening exercise + follow-up interview stage
- Top candidates will be invited for interviews with the hiring team

Application Instructions
Include the word TAILWIND in your subject line or your application will not be reviewed.