Patient Intake Coordinator

Fresenius Medical Care • Waltham, MA

1d

About The Position

The Patient Intake Coordinator is responsible for placing new and existing patients with Fresenius Kidney Care (FKC). This customer-facing role manages an average caseload of 75–100 patients in a fast-paced environment and coordinates with referral sources, including hospital discharge planners and FKC and non-Fresenius clinics. The coordinator secures patient schedules and financial and medical clearances so patients can receive dialysis services. The role involves managing cases in Salesforce CRM while handling multiple incoming and outgoing phone calls, and ensuring referrals are processed promptly and in accordance with company procedures and applicable regulations.

The coordinator serves as the primary liaison for referral sources, clinics, and discharge planners throughout the admissions process, from the initial request through placement in a preferred clinic. The position collects and documents demographic, financial, and clinical information; coordinates scheduling and required paperwork; and works across departments, facilities, and management levels to resolve issues and complete admissions. The role may support other referral-processing teams during busy periods and may include responsibilities focused on particular departments or locations.

Requirements

• High school diploma required.
• 2–4 years of related experience.
• Excellent sales and customer service skills.
• Excellent communication, organizational, and interpersonal skills.
• Detail-oriented, with the ability to enter information accurately into a database system.
• Working knowledge of standard office applications, including email, word processing, spreadsheets, and presentations.
• Complete and comply 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 multiple phone calls.
• Ability to handle objections, pushback, and escalations.

Nice To Haves

• Associate’s degree desirable.
• Bachelor’s degree strongly preferred.
• Familiarity with Salesforce and EMR systems is a plus.

Responsibilities

• Place new and existing patients through effective sales and customer service.
• Manage cases and serve as the primary liaison with referral sources, clinics, and discharge planners.
• Obtain chair times and financial and medical clearances to expedite admissions.
• Handle initial 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 preferred clinic.
• Collect, complete, document, and communicate admissions data according to standard operating procedures and regulatory requirements.
• Interview patients, their representatives, or referral sources to obtain personal, demographic, financial, and clinical information needed for admission and eligibility determinations.
• Use call-tracking and admissions systems to accurately document calls, inquiries, referrals, complaints, issues, and referral status; maintain current information in Salesforce.
• Complete preliminary paperwork and standard admissions forms.
• Coordinate cross-functionally with FKC departments and resources to place patients across its operational footprint.
• Answer phones and assist callers professionally and promptly.
• Work with insurance verification teams to secure financial clearance.
• Coordinate with clinics to schedule patients and forward necessary documents and records to receiving facilities promptly.
• Collaborate with facility staff and management to resolve issues affecting admissions.
• Immediately communicate clinic or billing-group admission denials to a supervisor or manager for further action.
• Assist other teams with referral and call processing during busy periods.
• Handle escalations and collaborate with a supervisor or manager as needed.
• Work overtime when required.
• 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, for bonus-eligible positions

What This Job Offers

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