Wellness Coordinator - Patient Outreach & Care Support

We are looking for compassionate, articulate, and highly dependable Wellness Coordinators to join a growing healthcare support team in Dagupan.

This is a patient-facing role for someone who genuinely enjoys helping people and is confident communicating over the phone. You will conduct daily outbound calls to U.S.-based patients, follow structured outreach schedules, provide reminders and wellness support, document every interaction accurately, and make sure patients receive consistent and professional follow-up.

This role combines patient engagement, communication, organization, and accountability. You'll need to be comfortable working within defined workflows and performance expectations while still making every patient interaction feel personal and respectful.

If you're someone who can build rapport quickly, communicate with empathy, stay organized, and consistently follow through, we'd like to hear from you.

What You’ll Do

• Conduct daily outbound calls to assigned U.S.-based patients according to established outreach schedules and follow-up cadences.
• Communicate clearly, professionally, and empathetically with patients.
• Build rapport and encourage patients to remain engaged with their wellness programs.
• Provide patient education, reminders, support, and appropriate follow-up.
• Coordinate wellness services and follow-up activities as required.
• Maintain accurate and up-to-date patient records.
• Document every interaction, including call outcomes, actions taken, and required next steps.
• Follow approved call workflows, processes, and quality standards consistently.
• Identify patient concerns or needs and escalate them through the appropriate channels.
• Collaborate with healthcare providers and administrative teams when necessary.
• Protect patient confidentiality and follow HIPAA and applicable healthcare requirements.
• Consistently meet expectations for call activity, patient outreach, documentation accuracy, quality, and reliability.

What Success Looks Like

This is a structured, metric-driven environment. The successful candidate will be expected to work toward clear performance standards, including:

• Approximately 50 outbound call attempts per day, with a stretch goal of 60.
• Approximately 8-10 connected patient calls per day, with a stretch goal of 15.
• At least 90% outreach coverage of assigned patients.
• At least 90% compliance with required outreach cadence.
• At least 90% coverage of eligible patient programs.
• Approximately 115 completed or billable programs per month, with a stretch goal of 130.
• At least 98% documentation accuracy.
• A minimum 90% quality score.
• At least 98% attendance and reliability.

These metrics are designed to support consistent patient engagement and high-quality service. We're looking for someone who is comfortable being accountable for their results and takes pride in doing things correctly.

Compensation

• PHP 17,000 per month

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

Our hiring process includes:

1. Resume Review
2. Prescreen Questionnaire
3. One-Way Video Interview
4. Live Interview
5. Final Interview
6. Background Check

Please Note

• This is an English-speaking role that requires strong written and verbal English communication skills.
• All resumes must be submitted in English to be considered for the position.
• This is an on-site position in Dagupan City.
• Candidates must be able to reliably report to the office and work the required U.S. business-hour schedule.
• Because this is a patient-facing healthcare role, successful candidates must be prepared to complete the required background and healthcare compliance screening as part of the hiring process.

What We're Looking For

Required

• Bachelor's degree in Hospital Management, Hospital Administration, Nursing, or a related field, with relevant healthcare and/or Psychology experience.
• 1-2 years of experience in a patient-facing healthcare, patient experience, wellness, care coordination, or similar role.
• Excellent spoken and written English communication skills.
• Strong ability to communicate clearly, professionally, and compassionately with patients.
• Comfortable conducting frequent outbound calls and maintaining consistent follow-up.
• Strong attention to detail and accurate documentation skills.
• Ability to follow structured processes, workflows, and escalation procedures.
• Comfortable working with digital tools and telecommunications platforms.
• Understanding of patient confidentiality and HIPAA requirements.
• Strong organization, reliability, and follow-through.
• Willingness and ability to work onsite in Dagupan City.
• Availability to work 8:00 AM - 5:00 PM EST.

Strongly Preferred

• Psychology background or relevant Psychology coursework/experience.
• Previous experience supporting U.S.-based patients or working within the U.S. healthcare environment.
• Experience with wellness programs, care coordination, patient engagement, or follow-up services.
• Familiarity with electronic health records (EHR) or patient management systems.
• Experience working in a quality- and metrics-driven healthcare or BPO environment.