After-Hours Patient Care Coordinator – GHL & AI Monitoring (Remote)

POSITION DETAILS

Work location: Remote
Positions: 2 openings
Coverage schedule: 7:00 PM–7:00 AM U.S. Eastern Time, Monday–Sunday (including weekends); individual shifts to be assigned
Department: Patient Care Coordination (PCC)

JOB OVERVIEW

Are you a friendly, dependable person with strong sales and communication skills who enjoys helping patients?

MVM Health is hiring After-Hours Patient Care Coordinators to monitor patient conversations, assist with appointment scheduling, and ensure patients receive accurate and timely responses outside regular business hours.

Our team uses GoHighLevel (GHL) and AI-powered communication tools to manage patient inquiries. We need someone who can recognize when AI responses are incorrect or incomplete, step in to assist patients, and guide interested individuals toward confirmed appointments.

Sales, lead conversion, or appointment-setting experience is strongly preferred, along with familiarity with GHL or similar CRM systems.

This is a patient communication and sales-support role, not a software development position. Healthcare experience is a plus, but not required. Training will be provided.

WHAT YOU'LL DO

PATIENT COMMUNICATION & APPOINTMENT SCHEDULING

• Monitor incoming patient conversations in GHL during assigned after-hours shifts.
• Respond promptly and professionally to new and existing patient inquiries.
• Assist patients with clinic locations, services, appointment availability, and scheduling.
• Follow up with interested patients and help convert inquiries into confirmed appointments.
• Address patient concerns and guide conversations toward appropriate next steps without pressuring patients.

AI CONVERSATION MONITORING

• Monitor conversations handled by MVM Health's AI chatbots, including CloseBot.
• Identify incorrect, repetitive, incomplete, or confusing AI responses.
• Take over conversations when human assistance is needed.
• Provide accurate information using approved MVM Health resources and communication guidelines.
• Escalate recurring AI issues to the GHL and Automation team.

GHL LEAD MANAGEMENT

• Maintain accurate patient contact information, lead statuses, and conversation notes.
• Track appointment requests, follow-up needs, and unresolved inquiries.
• Coordinate pending conversations with the daytime PCC team.
• Follow patient privacy and confidentiality procedures.

REPORTING & TEAM COORDINATION

• Prepare a brief end-of-shift summary of patient conversations and interventions.
• Report appointments scheduled, leads requiring follow-up, and unresolved patient concerns.
• Document recurring chatbot issues for review by the GHL team.

WHAT WE'RE LOOKING FOR

• Excellent written and verbal English communication skills.
• Experience in sales, lead conversion, appointment setting, or patient coordination.
• Ability to guide interested patients toward confirmed appointments.
• Strong customer service, active listening, and problem-solving skills.
• Ability to manage multiple patient conversations efficiently.
• Comfortable using computers, CRM systems, and digital communication tools.
• Strong attention to detail, dependable attendance, and professional judgment.
• Ability to protect confidential patient information and follow company privacy policies.
• Availability for assigned after-hours shifts, including weekends, aligned with U.S. Eastern Time.

PREFERRED QUALIFICATIONS

• Prior sales experience, particularly in lead conversion or appointment setting.
• Experience using GoHighLevel (GHL) is strongly preferred.
• Experience in healthcare scheduling, patient coordination, or medical call centers.
• Familiarity with AI chatbots and automated customer messaging.
• Experience handling inbound inquiries and following up with prospective patients.
• English/Spanish bilingual skills are a plus, but not required.

WHAT WE OFFER

• Remote work opportunity.
• Training on MVM Health's patient communication workflows, GHL, and AI tools.
• Ongoing support from the PCC and GHL teams.
• Opportunities for professional development and advancement.
• Compensation and benefits to be confirmed based on the approved employment arrangement.

TO APPLY

Please submit your résumé and include:

• Your relevant sales, customer service, or appointment-setting experience.
• Your experience using GoHighLevel or similar CRM systems.
• Your availability for after-hours and weekend shifts aligned with U.S. Eastern Time.