TextCare Pro Care Coordinator

Schedule: Monday - Friday Standard Business Hours

Status: Full-Time

Location: Onsite at 1110 Market Street, Ste 502, Chattanooga, TN 37402

About the Role:

The TCP Coordinator supports TextCare Pro patients through a dedicated, high-touch care coordination experience. Working for and with a team of providers and the practice coordinator, the role manages virtual wellness scheduling and preparation, patient outreach, benefits and wellness support, authorizations and forms, coordination with pharmacies and specialists, and follow-through across referrals, labs, imaging, and remote patient monitoring workflows.

TextCare Specialists and inbound MAs will continue to manage acute care requests and initial clinical triage. This role will monitor TextCare Pro conversations, take ownership of appropriate non-acute needs, and focus on patients who are entering or already engaged in the care process. Clinical concerns are escalated and routed in accordance with established protocols and scope of practice.

Success in this role means moving patient care forward independently, competently, and proactively while creating a consistent experience across patients, providers, and client-specific workflows. The TCP Coordinator will interact with patients, move tasks through to completion, anticipate missing information, and document across multiple systems.

Essential Functions:

• Wellness Program Coordination:
  • Coordinate Health Intelligence Reports (HIRs), health coaching, and other virtual wellness visits from intake through completion, including scheduling, consent and documentation review, laboratory requirements, interpreter needs, and appointment instructions.
  • Guide patients through any client-specific wellness requirements and review submitted information to solve problems and appropriately route to the appropriate clinical team member(s)

• Triage patient questions
  • Monitor TextCare Pro messaging queues and internal communication channels, taking ownership of appropriate non-acute conversations, and escalating urgent needs according to established protocols.
  • Respond to or coordinate follow-ups for questions related to benefits, program cards, incentives, laboratory status, referrals, and imaging orders.

• Conduct patient outreach
  • Conduct proactive outreach to patients for chronic care needs, incomplete wellness activities, and other provider-identified priorities; document outreach and ensure appropriate follow-through.
  • Execute on remote patient monitoring workflows, including reminders, approved outreach, documentation of trends or non-adherence, and escalation of concerns

• Support around TC Pro acute and chronic encounters
  • Manage post-visit tasks and close care loops across laboratory and imaging orders, referrals, diagnostic testing, records retrieval, medication updates, and any barriers to care
  • Support referral and patient-navigation workflows by obtaining required insurance information, locating appropriate resources or in-network options, verifying access when needed, and tracking completion
  • complete forms and prior authorizations; coordinate outbound orders and documentation; and perform basic pharmacy troubleshooting when requested by a provider

Required Qualifications:

• 1+ years of healthcare or customer service experience
• Proficient in basic technology (Microsoft products, etc)
• Ability or willingness to learn basic Electronic Medical Record (EMR) systems.
• Ability to work onsite at 1110 Market Street, Ste 502, Chattanooga, TN 37402
• Ability to work M-F Day time hours
• Ability to read, write, and communicate the English language.

Preferred Qualifications:

• Possess a strong sense of professionalism
• Ability to thrive in a team dynamic
• Ability to follow written or verbal step-by-step instructions
• Ability to multi-task and work independently with excellent organizational skills.
• Ability to concentrate, think, and learn
• Ability to sit, stoop, kneel, crouch, reach, lift, push, and pull.
• Strong communication skills, including active listening and empathy, to effectively address patient needs and concerns and coordinate care.
• CCMA
• Ability to type 50+ WPM