We are looking for a warm, highly organized, and professional Patient Intake Coordinator to serve as the first point of contact for patients calling in about physical therapy, occupational therapy, or speech-language pathology services.

Patients reach us through ads and provider referrals. You will field their initial call, quickly understand what they need, gather the information required to place them with the right provider, and hand them off to our BD team to complete the placement.

This is a phone-heavy, inbound-first, patient-facing role. The ideal candidate is an excellent English communicator who sounds natural and conversational, and who can think on their feet on live inbound calls.

Responsibilities

Answer inbound calls promptly from patients who inquire after seeing an ad or being referred by another provider.
Speak with patients (and occasionally family members calling on their behalf) in a warm, professional, and empathetic manner.
Quickly identify what kind of care the caller needs (PT, OT, or SLP), along with their insurance and zip code, to determine the right next step.
Explain our services and what patients can expect during the intake process.
Gather demographic, contact, insurance, referral source, and other required intake information.
Work alongside the internal team to place the patient with the right provider.
Follow up with callers who did not complete the intake process.
Request and track any required documents or information.
Accurately enter and maintain information in our CRM and other systems.
Coordinate with internal Business Development (BD), clinical, and provider-network teams to route patients correctly.
Escalate clinical or insurance questions to the appropriate team member.
Maintain confidentiality and comply with HIPAA and company privacy requirements.
Track leads and ensure no prospective patient falls through the cracks.

Qualifications

Excellent spoken and written English.
Highly clear, neutral English pronunciation that is easily understood by U.S. callers.
Natural, conversational telephone presence — comfortable on live inbound calls, not just scripted outreach.
Strong customer service and interpersonal skills.
Able to communicate patiently and empathetically with patients, some of whom are calling about pain, injury, or a recent diagnosis.
Strong attention to detail and data-entry skills.
Comfortable learning healthcare terminology, insurance processes, and PT/OT/SLP terminology.
Reliable internet connection and professional, quiet work environment.
Able to work required U.S. business hours.

Preferred Experience

Previous experience supporting U.S.-based customers or patients by phone, especially inbound call handling.
Healthcare intake, medical receptionist, patient coordinator, admissions, or scheduling experience.
Experience working with physical therapy, occupational therapy, speech-language pathology, orthopedics, rehab, or other healthcare services.
Experience working with insurance information and patient benefits.
Experience using a CRM, EHR, or healthcare practice-management system.
Previous U.S. call-center or customer service experience.

What We're Looking For

The most important characteristics for this position are:

Exceptional telephone communication, especially on live inbound calls
Clear and easily understood English
Warmth and empathy
Fast, accurate information-gathering on the first call
Strong organization
Attention to detail
Comfort speaking with patients directly
Ability to explain next steps simply and coordinate smoothly with the BD team

Because this is a telephone-based position, candidates may be asked to submit a short voice recording and complete a simulated patient intake call as part of the interview process.

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