Case Intake Consultant

MDpanel•Los Angeles, CA

3d•$70,000 - $92,500

About The Position

MDpanel is seeking a strategic and service-oriented Case Intake Consultant who serves as the critical first point of contact in converting client inquiries and referrals into complete, ready-to-schedule orders for expert medical evaluations. This role demands subject matter expertise across the IME market and the full range of medical opinion products, enabling the Consultant to deliver accurate, timely recommendations that align client needs with the right physician, specialty, and jurisdiction. The Consultant brings a consultative approach to every client interaction - actively listening, asking targeted questions, and positioning themselves as a trusted resource to insurance adjusters, attorneys, and paralegals. Beyond client engagement, this role requires direct physician relationship management, including confirming availability, working within acceptable fee structures, and capturing fee schedules to support scheduling continuity. The right candidate will combine strong communication skills with working knowledge of medical-legal processes, workers' compensation, and jurisdictional requirements - translating complexity into clear guidance for clients while ensuring a seamless handoff to the scheduling team. Experience in a high-volume, client-facing environment within healthcare, claims, or medical-legal services is strongly preferred.

Requirements

Bachelor’s degree or equivalent experience required.
Background in healthcare, medical-legal services, claims, or related industry is strongly preferred.
Experience working with insurance adjusters, attorneys, or medical professionals strongly preferred; familiarity with California IME or QME processes is a plus.
Working understanding of the IME market and the range of medical opinion products (e.g., IME, QME, peer review, record review, causation analysis) to ensure accurate, timely recommendations aligned to client needs and case requirements.
Demonstrated ability to manage high-volume, phone-based client interactions with professionalism and efficiency.
Strong communication and active listening skills; able to elicit key information efficiently.
Working knowledge of medical terminology, impairment guidelines, and treatment of appropriateness standards as applied in a medical-legal or claims context.
Ability to translate complex medical and jurisdictional requirements into clear, actionable guidance for clients.
Detail-oriented with excellent documentation skills and a consistent record of accuracy in fast-paced environments.
Comfortable using CRM systems, workflow tools, and structured intake processes; ability to learn proprietary platforms quickly.
Collaborative team player with a client-first mindset and the ability to balance urgency with thoroughness.
Ability to thrive in a fast-paced environment, balancing speed and accuracy.

Nice To Haves

Familiarity with California IME or QME processes is a plus.

Responsibilities

Serve as the first point of contact for client referrals and inquiries.
Actively listen and ask targeted questions to uncover critical details including client objectives and case-specific details that are critical inputs for matching the right physician specialty, experience, and location.
Educate clients on appropriate expert selection and service options when needed.
Capture required details to prepare a referral for scheduling including: Case type (personal injury, workers’ compensation, auto, liability). Evaluation purpose (causation, treatment appropriateness, end of healing, return to work, disability rating). Jurisdictional requirements (examiner licensure/credentialing, guideline competency, maximum mileage for examinee). Client preferences (turnaround times, post-exam physician consults, budget/pricing expectations).
Complete scheduling for certain referrals as dictated by SOPs
Document referral information in CRM and workflow tools as dictated by SOPs with accuracy and completeness.
Recommend potential expert(s) to client based on alignment on desired expertise, availability, jurisdictional, client requirements, and other criteria defined by MDpanel regional leadership.
Develop and demonstrate command of MDpanel physician panel and client needs when making recommendations. Once the client confirms the desired physician, handoff order to scheduling team.
Partner closely with schedulers to ensure handoff is smooth, timely, and aligned with client and physician requirements.
Follow standardized processes, scripts, and tools while exercising judgment to manage unique client needs.
Support pull through for national customer contracts as well as local referral sources (e.g., attorney groups).
Build trust by positioning self as a knowledgeable resource for clients seeking expert opinions.
Balance consultative engagement with speed to meet client urgency.
Maintain professionalism in interactions with attorneys, paralegals, and insurance professionals.
Work with physicians to confirm capability and availability to service cases within an acceptable fee structure. Capture and document physician fee schedules during outreach, including when availability cannot be confirmed, to ensure accurate records for scheduling and future case matching.