When someone calls us, they're usually having a bad week. They're in pain. Or six weeks out from surgery. Or scared they aren't going to get their mobility back. Whoever picks up that call decides whether they feel like a case number, or like they've finally found someone who's got them.
We're hiring the person who answers that call.
ABOUT US
Next Level Rehab is a small, family-owned physical therapy practice in Asheville, NC. We specialize in aquatic therapy and in-home physical therapy, and every patient gets one-on-one care. Many of them are older adults working through pain, surgery recovery, or a loss of mobility. Our patients have given us a 5.0-star rating on Google, and we work hard to keep it that way.
We're looking for a Patient Care Coordinator who's kind, dependable, and highly organized, and who wants part-time work that makes a real difference in people's lives.
THE ROLE AT A GLANCE
Schedule: Monday-Thursday, 1:00-5:00 PM Eastern (16 hours a week). There is some flexibility on the exact hours for the right person. The 16 hours a week is what's fixed.
Pay: $21-23 per hour, part-time W2 employee. This is above the typical local market rate for this role.
Benefits: Six paid holidays
Location: Remote. Asheville / Western North Carolina strongly preferred, since you'll be scheduling patients across the area and knowing it helps. Elsewhere in the Eastern time zone considered for the right person.
Reports to: Haley McCloskey, Owner & COO
Start date: November 2026
WHAT YOU'LL DO
Own the phones during your shift
Answer our office and operations phone lines, plus voicemails and texts, 1:00-5:00 PM, Monday-Thursday. Expect roughly 10-15 calls in a shift.
Handle new patient inquiries, reschedules, cancellations, and general questions
Answer basic billing questions, and set up a callback for anything more detailed
Know when to pass a call on: clinical, insurance, and sales calls go to the right teammate
Return voicemails and messages the same day, or within one business day
Never give clinical advice. You'll connect patients with the right person on our team instead.
Schedule patients
Book evaluations and ongoing visits in our electronic medical record system (Heno)
Match patients with the right therapist based on location, pool times, and availability
Fill late-cancellation openings so patients can get care sooner
Welcome new patients
Complete the intake form during a patient's first call
Set up new patient accounts in Heno
Send intake and outcome measure forms, and welcome emails
Check insurance benefits
Request referrals from doctors' offices, check faxes, and upload documents to patient records
Support the team
Call patients after discharge to check in
Handle data entry and other admin tasks as needed
As you get comfortable in the role, help with outreach or other projects
WHO YOU ARE
You're reliable: you're on time, and when you say you'll finish something, you finish it, all the way. You catch details other people miss. You're warm and patient on the phone, even when a caller is frustrated or hurting, and people can tell you care. You stay organized and work well on your own without someone checking in.
Required
At least 2 years of customer service experience
A caring, compassionate, and professional manner, including in difficult conversations
Excellent written and verbal communication
Strong attention to detail and follow-through
Self-motivated and comfortable working autonomously
Ability to stay organized and follow processes closely
Comfortable with technology and able to learn new software quickly
Proficient with Microsoft Excel and Word, Gmail, and Google Calendar
Preferred
Experience in healthcare or a medical office
Familiarity with the Asheville / WNC area
A bachelor's degree, or equivalent work experience
Spanish language skills
WHAT SUCCESS LOOKS LIKE AT 90 DAYS
Every voicemail and text returned the same day
New patient accounts set up in Heno accurately the first time, without rework
Late-cancellation openings filled instead of sitting empty
Patients who've spoken with you mention you by name
You're running the afternoon independently, and nobody is checking behind you
WHAT YOU'LL NEED
Your own computer and reliable high-speed internet
A private, quiet workspace where patient conversations and information stay confidential
A reliable smartphone that can run the Google Voice app
Availability Monday-Thursday, 1:00-5:00 PM Eastern, every week
Willingness to complete a background check and sign a HIPAA confidentiality agreement
HOW TO APPLY
Apply through this posting, and include a short cover letter telling us why this role caught your eye.
Next Level Rehab is an equal opportunity employer. We welcome applicants of all backgrounds.
Pay: $21.00 - $23.00 per hour
Expected hours: 16.0 per week
Benefits
Paid time off
Application Question(s):
Can you reliably work 1-5 PM Eastern, Monday–Thursday, every week?
Do you have a private, quiet workspace for confidential patient calls?
Do you have your own computer and reliable high-speed internet?
Are you located in the Asheville / WNC area?
Experience:
Customer service: 2 years (Required)
Work Location: Remote