Medical Case Coordinator jobs

Who We Are

At Health Haven and Health Synergy Clinical Research, we are building a modern and integrated model of psychiatric care that combines high-quality outpatient treatment, interventional psychiatry, and industry-sponsored pharmaceutical clinical research.

Our mission is to provide compassionate, evidence-based mental health care while helping advance the future of psychiatric treatment through ethical clinical research and innovative therapeutic approaches. With continued expansion across Florida, our organization is committed to building a collaborative, high-performing team focused on clinical excellence, operational efficiency, compliance, and exceptional patient care.

We value team members who are dependable, organized, proactive, and committed to protecting the privacy and integrity of our patients' health information.

Who You Are

You are a highly organized, proactive, and detail-oriented Referral, New Patient Scheduling & Medical Records Coordinator with experience supporting healthcare administrative operations, patient scheduling, referrals, and medical records.

You understand that a referral is more than just scheduling an appointment. You take ownership of the referral from the time it is received through patient scheduling, completion of the appointment, and appropriate follow-up with the referring provider.

You are comfortable speaking with new patients, physician offices, healthcare facilities, insurance companies, attorneys, and internal team members. You communicate professionally, provide excellent customer service, and understand the importance of timely follow-up. You are persistent without requiring constant supervision. If a patient has not responded, records are missing, an authorization is incomplete, or a referring office is waiting for an update, you proactively follow up rather than allowing the request or referral to remain unresolved.

You understand that accurate scheduling, referral coordination, and medical records management directly impact patient care and our relationships with community providers. You are committed to maintaining HIPAA standards and patient confidentiality at all times.

What You’ll Do

You will remotely coordinate new patient referrals, scheduling, referral follow-up, and medical records workflows for Health Haven. You will help ensure new patients are contacted and scheduled promptly, referrals are actively tracked, required records are obtained, and referring providers receive appropriate updates regarding the patients they refer to our practice.

Your responsibilities will include:

• Referral Intake & Management: Receive and review incoming patient referrals from physician offices, hospitals, healthcare facilities, insurance plans, community partners, and other referral sources.
• New Patient Scheduling: Contact referred and prospective new patients promptly to assist with registration and schedule them with the appropriate Health Haven provider, location, and service.
• Referral Follow-Up: Proactively follow up with patients who have not responded, have not completed required registration paperwork, or have not yet scheduled an appointment.
• Referral Tracking: Maintain an accurate referral tracking system documenting referral source, date received, patient contact attempts, scheduling status, appointment date, outstanding records, and referral outcome.
• Referral Conversion: Work to successfully convert appropriate referrals into scheduled new patient appointments and identify barriers that prevent patients from scheduling or completing their appointments.
• Missing Information & Records: Contact referring offices when additional clinical records, demographics, insurance information, authorizations, referral documentation, or other information is needed before the patient can be scheduled or seen.
• Referral Partner Communication: Maintain professional communication with referring providers and their offices regarding referral status, missing information, scheduling progress, and other appropriate updates.
• Closing the Referral Loop: Monitor referred patients through their initial appointment and ensure appropriate clinical documentation or updates are sent back to the referring provider when authorized and appropriate.
• Post-Visit Provider Updates: Ensure referring providers receive applicable consultation notes, psychiatric evaluation reports, treatment updates, or other appropriate documentation following the patient's visit in accordance with Health Haven policies, HIPAA requirements, patient authorization requirements, and applicable law.
• Unsuccessful Referral Follow-Up: Document referrals that do not result in an appointment, including inability to reach the patient, patient decline, insurance barriers, scheduling conflicts, or other reasons, and provide appropriate status updates to the referring office when applicable.
• Medical Records Requests: Receive, review, process, and track incoming and outgoing requests for patient medical records.
• Release of Information (ROI): Review requests and authorizations for completeness and ensure appropriate documentation is obtained before releasing patient information.
• Records Preparation & Quality Review: Gather requested records from the electronic medical record, review documents for completeness, and ensure the appropriate information is included before release.
• Insurance & Audit Requests: Assist with medical record requests from insurance companies, payers, auditors, and other authorized organizations while maintaining accurate tracking and documentation.
• Patient Records Requests: Assist patients with medical record requests and communicate professionally regarding request status, required authorizations, and applicable Health Haven procedures.
• Provider & Facility Coordination: Communicate with hospitals, physician offices, pharmacies, facilities, attorneys, insurance companies, and other authorized parties regarding patient referrals and medical record requests when appropriate.
• Request Tracking & Follow-Up: Maintain an accurate medical records request log, monitor outstanding requests, follow up on incomplete items, and ensure requests do not remain unresolved.
• Incoming Records: Review incoming medical records and ensure they are uploaded, labeled correctly, and routed to the appropriate patient chart, provider, or department.
• Document Management: Upload, scan, organize, label, and maintain documents within the appropriate patient chart and administrative systems.
• Fax & Communication Management: Monitor referral- and medical-record-related faxes and communications and route documents to the appropriate team member, patient chart, provider, or department.
• Documentation & Reporting: Maintain accurate documentation of referral activity, patient contact attempts, appointments scheduled, referral outcomes, records requests, completion dates, outstanding items, and other assigned activities.
• Performance Reporting: Provide daily, weekly, or monthly reports as requested regarding referral volume, new patient scheduling, referral conversion, outstanding referrals, unsuccessful referrals, referring-provider activity, and medical records requests.
• Privacy & Confidentiality: Protect patient information and follow Health Haven policies regarding HIPAA, confidentiality, minimum necessary access, and secure handling of protected health information.
• Administrative Support: Coordinate with providers, clinical staff, front desk, billing, credentialing, and management when additional information, scheduling assistance, or documentation is required.
• Other Duties as Assigned

What You’ll Bring

• Prior experience in healthcare scheduling, referral coordination, medical records, health information management, healthcare administration, medical office operations, or a similar healthcare support role
• Experience scheduling new patients and communicating with patients by phone, text, or other approved communication methods
• Experience working with physician referrals or referral management preferred
• Familiarity with medical records requests and Release of Information (ROI) workflows
• Understanding of HIPAA, patient confidentiality, and appropriate handling of protected health information
• Strong understanding of medical terminology and healthcare documentation preferred
• Excellent telephone communication and customer-service skills
• Ability to confidently communicate with new patients and help guide them through the scheduling and intake process
• Excellent attention to detail and ability to identify incomplete referrals, missing records, or inaccurate documentation
• Strong organizational and time-management skills
• Ability to manage a high volume of referrals, patient contacts, records requests, and deadlines simultaneously
• Strong written and verbal English communication skills
• Ability to communicate professionally with patients, providers, referral sources, insurance companies, healthcare facilities, attorneys, and other third parties
• Ability to work independently in a remote environment with minimal supervision
• Strong follow-through and willingness to take ownership of referrals and outstanding requests until they reach a clear resolution
• Comfortable making outbound calls and following up multiple times when necessary to reach patients or obtain required information
• Ability to prioritize urgent referrals and time-sensitive requests appropriately
• Experience using electronic medical records (EMR/EHR), scheduling systems, fax systems, cloud-based platforms, and healthcare administrative software preferred
• Experience with Practice Fusion, RingCentral, or similar healthcare systems is a plus
• Reliable internet connection and appropriate remote workspace
• Commitment to professionalism, confidentiality, reliability, accountability, and teamwork
• Behavioral health or psychiatry experience preferred but not required

What Success Looks Like

Success in this role means that referrals do not fall through the cracks. New patients are contacted promptly, scheduling barriers are actively addressed, incomplete referrals are followed up on, referral statuses are accurately documented, and referring providers receive appropriate communication and records to close the referral loop.

The ideal team member takes ownership from referral received patient contacted appointment scheduled patient seen referring provider updated, while maintaining accurate documentation and protecting patient confidentiality throughout the entire process.