About the Role
As the Medical Receptionist / Patient Care Coordinator, you will be the first point of contact for prospective and existing patients seeking medical cannabis evaluations and renewals in Utah. This role goes beyond answering calls—you will proactively guide patients through the scheduling process, provide timely follow-ups, coordinate appointments, and ensure every patient receives an exceptional customer experience.
Success in this role requires excellent communication skills, attention to detail, empathy, and the ability to manage multiple patient interactions while maintaining strict confidentiality.

Key Responsibilities

• Serve as the primary contact for patients via phone, text, email, website inquiries, and patient portal messages.
• Deliver outstanding customer service in a friendly, professional, and compassionate manner.
• Assist patients with scheduling new evaluations and renewal appointments.
• Manage appointment confirmations, cancellations, and rescheduling requests.
• Verify and update patient information accurately within internal systems.
• Send appointment confirmations, reminders, booking links, forms, and patient instructions.
• Proactively follow up with prospective patients who have not completed scheduling.
• Reach out to patients who have incomplete registrations or missed appointments and assist them with next steps.
• Educate patients on the general Utah medical cannabis card process using approved company information.
• Explain which parts of the process are handled by the clinic and which require action through the State of Utah.
• Direct patients to approved Utah state resources when appropriate.
• Maintain detailed documentation of patient interactions, notes, appointment statuses, and follow-up activities.
• Coordinate with providers and internal teams to resolve patient concerns.
• Escalate medical questions, complaints, technical issues, refund requests, and policy exceptions to the appropriate team members.
• Ensure all patient information is handled in accordance with HIPAA and company privacy policies.

Qualifications

• Previous experience as a Medical Receptionist, Patient Coordinator, Medical Scheduler, Healthcare Customer Service Representative, or similar healthcare support role.
• Excellent verbal and written English communication skills.
• Strong customer service mindset with the ability to build rapport with patients.
• Highly organized with exceptional attention to detail.
• Comfortable handling multiple tasks in a fast-paced environment.
• Strong problem-solving skills and ability to remain calm under pressure.
• Experience using CRM, scheduling, EMR/EHR, or medical practice management systems is highly preferred.
• Proficient with Microsoft Office and Google Workspace.
• Understanding of HIPAA regulations and patient confidentiality.
• Self-motivated with the ability to work independently in a remote environment.

Nice to Have

• Experience working in telehealth or remote healthcare services.
• Familiarity with medical cannabis certification processes or healthcare compliance.
• Experience working with patient portals and online scheduling systems.