New Patient Intake Coordinator
About The Position
The New Patient Intake Coordinator owns the referral pipeline and serves as the primary point of contact for patients after referral and authorization documentation is received. The role focuses heavily on outbound outreach, managing referral work queues, and converting referrals into scheduled orthopedic appointments. The coordinator is expected to schedule an average of 35 new patient appointments per day while helping patients access care promptly and supporting organizational growth and operational goals. This is a remote position based in California. The coordinator may also support PPO intake operations and overflow call volume as needed. The successful candidate is organized, proactive, comfortable making a high volume of outbound calls, and committed to providing exceptional, patient-centered customer service while meeting productivity goals.
Requirements
- Bilingual English/Spanish skills are required.
- Strong customer service and communication skills.
- Ability to manage a high-volume referral queue and make a high volume of outbound calls daily.
- Strong organizational, follow-up, and time-management skills.
- Ability to prioritize workload and meet productivity goals.
- Strong attention to detail and commitment to accuracy.
- Working knowledge of EMR systems, scheduling software, and Microsoft Office applications.
- Ability to work independently and collaboratively in a fast-paced healthcare environment.
Nice To Haves
- Minimum of 1–2 years of medical scheduling, referral coordination, patient intake, call center, or healthcare customer service experience preferred.
- Experience in orthopedic specialty healthcare settings strongly preferred.
- Experience managing referral work queues and conducting high-volume outbound patient outreach preferred.
Responsibilities
- Manage and maintain the daily new patient referral queue.
- Review incoming referrals and authorizations to identify patients ready for scheduling.
- Conduct proactive outbound outreach to schedule initial orthopedic consultations and evaluations.
- Make follow-up attempts as necessary to maximize referral conversion and minimize scheduling delays.
- Maintain ownership of assigned referral work queues and ensure timely action on referrals.
- Schedule an average of 35 new patient appointments per day through referral queue management and outbound outreach.
- Schedule patients with the appropriate provider, specialty, and location according to referral and authorization guidelines.
- Monitor referral aging and reduce the time between authorization receipt and patient scheduling.
- Accurately document outreach attempts, patient communications, and scheduling activities in EMR and scheduling systems.
- Coordinate with clinic staff regarding scheduling needs and authorization requirements.
- Serve as a secondary resource for the PPO New Patient Intake Line, assisting with appointment scheduling and overflow call volume as needed.
- Provide timely, professional assistance to patients seeking new appointments.
- Escalate referral, authorization, scheduling, or patient service issues when appropriate.
- Maintain a professional, patient-centered approach in all interactions.
- Assist leadership with tracking referral conversion, scheduling productivity, and patient access metrics.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
