Patient Onboarding Advisor

Lattimore Physical Therapy•Mendon, NY

5d•Onsite

About The Position

The Patient Onboarding Advisor will be responsible for managing the initial stages of a patient's journey with the practice. This role involves handling incoming calls, initiating contact with new patient referrals, collecting necessary information, scheduling appointments, and verifying insurance details. The advisor will also educate patients on practice policies and what to expect during their visits, ensuring a smooth and positive onboarding experience. Additionally, the role requires supporting front desk staff with overflow calls, collaborating with clinical and administrative teams, and following up with patients post-appointment. Maintaining professionalism, upholding HIPAA compliance, and assisting with administrative tasks are key aspects of this position.

Requirements

Excellent communication and interpersonal skills with a compassionate, professional demeanor.
Strong organizational skills and attention to detail.
Ability to manage multiple tasks in a fast-paced environment while adapting to shifting priorities.
Proficient in Microsoft Office and experienced with EHR systems.
Ability to problem solve and identify opportunities to improve the patient onboarding process.
Collaborative team player with the ability to also work independently.

Responsibilities

Answer incoming calls with a professional, friendly, and welcoming tone.
Call on new patient referrals to initiate scheduling and collect required information.
Accurately enter patient demographics, insurance details, and medical information into the EHR system.
Schedule patient evaluations and follow-up appointments appropriately, balancing clinic availability and patient needs.
Verify insurance eligibility and communicate coverage, benefits, and out-of-pocket costs to patients.
Guide patients through the “patient journey” by educating them on practice policies, what to expect at their first visit, and the importance of attending scheduled therapy sessions.
Handle overflow calls from individual clinics to support front desk staff as needed.
Collaborate with clinical teams and administrative staff to ensure seamless communication and workflow.
Follow up with patients after their first appointment to confirm satisfaction and answer any questions.
Maintain professionalism and a supportive attitude toward patients and staff.
Uphold HIPAA and organizational policies, ensuring patient privacy and compliance at all times.
Assist with additional administrative tasks and special projects as assigned by the supervisor.