What are the responsibilities and job description for the Patient Care Specialist position at Medically Modern?
About Us
Medically Modern is redefining how patients access durable medical equipment (DME) across New York. Through our recent acquisition of Mid-Island Medical, an 80-year-old trusted Long Island institution, we are elevating the DME experience with technology, thoughtful workflows, and a deeply human, patient-first approach.
We support patients who rely on critical medical equipment, including:
- Continuous Glucose Monitors (CGMs)
- Insulin Pumps
- Wheelchairs
- CPAP Machines & Supplies
- Mobility devices
- Incontinence supplies
- Respiratory and home medical equipment
With one of the broadest insurance networks in New York State, our mission is to help patients access the devices they truly need - safely, efficiently, and with compassion.
Position Summary
The Patient Intake & Care Coordination Specialist is the initial touchpoint in a patient’s medical equipment journey. This is not a call center role. It is a high-impact, relationship-driven position where you help people navigate an often confusing healthcare system and guide them through a structured, supportive onboarding experience.
You will welcome new patients virtually through our communication systems, determine their needs, gather essential information, and route them into the correct stages of our onboarding workflow. Once our internal teams complete the insurance and benefits work, you will pick the patient back up, guide them through the final steps, and perform the “welcome call” - confirming they are approved and ready to receive their equipment.
You are the consistent, trusted presence ensuring patients never feel lost or alone throughout their experience.
How You’ll Communicate
You will have access to all of Medically Modern’s communication infrastructure, including:
- Our virtual phone system (for inbound and outbound patient calls)
- Two-way texting with patients
- A corporate email address
- Our digital fax system (for document transmission to/from provider offices, case workers, and facilities)
These tools allow you to support patients, coordinate documentation, and communicate with providers entirely virtually, without needing to be at the Wantagh storefront. Occasional check-ins to the storefront (a few times a quarter) is preferred - the storefront is a quick 45-minute train ride from Manhattan.
What You’ll Do
Patient Intake & Needs Identification
- Welcome and support patients through virtual communication (phone/text/email).
- Identify whether needs are appropriate for DME (CGMs, pumps, wheelchairs, CPAPs, mobility devices, etc.).
- Collect and enter essential patient details into our CRM.
- Set clear expectations for next steps.
Care Coordination & Journey Ownership
You will guide patients through:
- Intake
- Collection of prescriptions & medical necessity documentation
- Seamless handoff to insurance/benefits teams
- Re-engagement after clearance
- Final onboarding steps
- The “welcome call” delivering the good news
You ensure each patient reaches the finish line with confidence and clarity.
Ongoing Patient Communication
- Provide updates, answer questions, and clarify logistics (shipping vs. pickup, timelines, documentation needs, etc.).
- Ensure patients always understand where they are in the process and what comes next.
- Build supportive, positive relationships throughout.
Team Collaboration
- Work collaboratively with the broader Medically Modern team to keep patients progressing through each stage.
- Communicate clearly and proactively regarding documents, updates, or next steps.
- Participate in improving workflows as our operations evolve.
Who You Are
Required
- Experience in customer-facing, sales, service, or patient-facing roles
- Excellent communication and listening skills
- Warm, compassionate, patient-centered approach
- Strong organizational skills with attention to detail
- Tech-savvy with the ability to learn CRM tools and virtual communication systems
- Comfortable working from our NYC corporate office
- Able to thrive in a fast-moving, agile environment
- Most importantly: driven by a strong desire to make a positive difference within the healthcare system
Preferred (but fully teachable)
- Basic understanding of medical documentation (not required)
- Familiarity with prescriptions, referrals, or healthcare processes (not required)
- Prior exposure to DME or medical equipment (not required)
Traits That Lead to Success
- People-first mindset: you find meaning in helping others
- Ownership: you take responsibility for guiding patients to completion
- Calm & clear: you communicate with patience and clarity
- Curious & adaptable: you enjoy learning and refining workflows
- Mission-driven: you value impact and real human connection
Why This Role Matters
You are helping people obtain medical equipment that genuinely improves — and often transforms — their daily lives.
This role is meaningful because:
- Patients depend on you for clarity and confidence
- You turn a confusing process into a supportive one
- You are the voice telling them they’re approved and ready
- You humanize the healthcare experience in a way technology can’t
This is a deeply fulfilling job for someone who wants to help people and make a tangible difference every day.
Growth Opportunity
You will be the first hire in a team that will scale rapidly.
This creates opportunities for advancement into:
- Team leadership
- Workflow development
- Patient experience management
- Operational and management roles
- Training and onboarding additional coordinators
- Your insights will help shape the foundation of this team.
How to Apply
Submit your resume and a brief note.
We welcome mission-driven, compassionate individuals who want to make a meaningful difference in patients’ lives.