Patient Intake Coordinator

Fresenius Medical Care • Waltham, MA

2d • $19 - $29

About The Position

The Patient Intake Coordinator places new and existing patients with Fresenius Kidney Care (FKC), coordinating with referral sources such as hospital discharge planners and FKC and non-Fresenius clinics. In a fast-paced, customer-facing environment, the coordinator manages an average caseload of 75–100 patients and secures clinic schedules, financial clearance, and medical clearance so patients can receive dialysis. The role requires managing cases in Salesforce CRM while handling multiple incoming and outgoing calls. Referrals must be processed promptly and in accordance with company procedures and applicable local, state, and federal requirements.

The coordinator manages admissions from the initial request through placement in a preferred clinic, collects and communicates intake information, completes preliminary paperwork, and coordinates with clinics, insurance verification teams, and other FKC departments. The position calls for strong customer service, sales, communication, documentation, and organizational skills, as well as resilience when addressing objections, escalations, and admission issues. Overtime may be required during transient or busy periods.

Requirements

• High school diploma required.
• 2–4 years of related experience.
• Excellent sales, customer service, communication, organizational, and interpersonal skills.
• Attention to detail and ability to enter information accurately into a database system.
• Working knowledge of standard office applications, including email, word processing, spreadsheets, and presentations.
• Completion of and compliance with the Marketing and Business Development Functional Compliance Program.
• Ability to adapt to change and support new policies and procedures positively.
• Ability to multitask while managing cases and handling multiple phone calls.
• Ability to overcome objections and pushback.

Nice To Haves

• Associate's degree desirable.
• Bachelor's degree strongly preferred.
• Familiarity with Salesforce and EMR systems.

Responsibilities

• Place patients through effective sales and customer service, acting as the primary liaison with referral sources, clinics, and discharge planners.
• Obtain chair times and financial and medical clearances in a timely manner to expedite admissions.
• Serve as the primary contact for initial patient referral calls and communications about admissions to chronic or acute clinics and home programs.
• Coordinate the admissions process from the initial request through placement in the patient's preferred clinic.
• Collect, complete, and communicate admissions intake data according to established procedures and regulatory requirements.
• Obtain demographic, financial, clinical, personal, and eligibility information from patients, representatives, and referral providers or sources.
• Assist other teams with referral and call processing during transient or busy periods, and work overtime when required.
• Use call-tracking and admissions applications to document calls accurately; maintain Salesforce records with current referral data, status, inquiries, complaints, and issues.
• Complete preliminary paperwork and standard admissions forms.
• Coordinate across FKC departments and resources to place patients across the organization's operational footprint.
• Answer phones professionally and promptly, handle escalations, and collaborate with a supervisor or manager as needed.
• Work with insurance verification teams to ensure patients are financially cleared for placement.
• Coordinate with clinics to schedule patients promptly and forward necessary documents and records to receiving facilities.
• Collaborate with facility staff and management to resolve issues affecting admissions.
• Immediately report clinic or billing-group admission denials to a supervisor or manager for further action and management communication.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with company match
• Paid time off
• Parental leave
• Potential performance-based bonuses, depending on company and individual performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED