Patient Care Coordinator

About the role

The Patient Care Coordinator (PCC) is the main point of contact for new and established patients at the Joint Vitality Institute at Restore Orthopedics & Sports Medicine, an orthopedic practice in Sonora offering regenerative medicine treatments such as PRP. The PCC supports scheduling and communication from initial inquiry through new patient preparation, referrals, follow-up, documentation and CRM updates, always within approved clinic language and role scope.

Key responsibilities

• Answer calls, voicemails and online inquiries professionally, give general information about services and appointment processes using approved scripts, and route clinical, medical, pricing or management questions appropriately.
• Follow up on leads and inquiries by phone, email and text, document attempts and outcomes, and return voicemails by end of day.
• Manage discovery calls and scheduling through Beverly AI and other approved channels, schedule appointments accurately and help turn qualified inquiries into consultations.
• Prepare new patients by confirming appointments and explaining paperwork, imaging and records, and coordinate physician referrals including insurance information and treatment history.
• Reschedule or confirm appointments, support no-show prevention with confirmations and reminders, and send paperwork and imaging orders before appointments.
• Nurture inbound leads, educate potential patients on the general benefits of orthobiologic services without giving medical advice, and run follow-up campaigns for delayed or missed patients.
• Manage GHL communication flows, patient tags and CRM records, and keep accurate records of calls, texts, emails, follow-ups and referrals.
• Collaborate with clinical, operations and marketing teams, escalate concerns, and use approved platforms such as GHL, Beverly AI and the phone system.