Patient Onboarding Advisor

Lattimore Physical Therapy•Mendon, NY

About The Position

The Patient Onboarding Advisor supports patients from referral through their initial care experience. This role answers incoming calls, contacts new patient referrals to begin scheduling and gather required information, enters patient demographics, insurance, and medical details into the EHR, and schedules evaluations and follow-up appointments according to clinic availability and patient needs. The advisor verifies insurance eligibility and explains coverage, benefits, and out-of-pocket costs. The role guides patients through the patient journey by explaining practice policies, preparing them for their first visit, and emphasizing the importance of attending therapy sessions. It also provides overflow call support to individual clinics, coordinates with clinical and administrative teams, and follows up after patients' first appointments to check satisfaction and answer questions. The advisor maintains patient privacy and compliance with HIPAA and organizational policies, demonstrates a professional and supportive attitude, and completes additional administrative tasks and special projects as assigned by the supervisor.

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 and adapt to shifting priorities.
Proficiency in Microsoft Office and experience with EHR systems.
Ability to problem solve and identify opportunities to improve the patient onboarding process.
Ability to work collaboratively as a team player and independently.

Responsibilities

Answer incoming calls in a professional, friendly, and welcoming manner.
Contact new patient referrals to initiate scheduling and collect required information.
Enter patient demographics, insurance details, and medical information into the EHR system accurately.
Schedule patient evaluations and follow-up appointments while balancing clinic availability and patient needs.
Verify insurance eligibility and communicate coverage, benefits, and out-of-pocket costs to patients.
Educate patients about 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 support communication and workflow.
Follow up with patients after their first appointment to confirm satisfaction and answer questions.
Maintain professionalism and a supportive attitude toward patients and staff.
Uphold HIPAA and organizational policies to protect patient privacy and ensure compliance.
Assist with additional administrative tasks and special projects as assigned by the supervisor.