Patient Onboarding Advisor

Lattimore Physical Therapy•Mendon, NY

About The Position

The Patient Onboarding Advisor supports patients from referral through their first appointment by handling calls, initiating scheduling, collecting and entering patient information, and explaining insurance coverage and practice procedures. The role coordinates with clinics, clinical teams, and administrative staff to help ensure smooth workflows and a positive patient experience. It also includes follow-up with patients after their first appointment, maintaining patient privacy and compliance, and completing 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 member and independently.

Responsibilities

Answer incoming calls in a professional, friendly, and welcoming manner.
Call new patient referrals to initiate scheduling and collect required information.
Enter patient demographics, insurance details, and medical information accurately into the EHR system.
Schedule patient evaluations and follow-up appointments while balancing clinic availability and patient needs.
Verify insurance eligibility and explain coverage, benefits, and out-of-pocket costs to patients.
Educate patients about practice policies, their first visit, and the importance of attending scheduled therapy sessions.
Handle overflow calls from individual clinics to support front desk staff.
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 a professional and supportive attitude toward patients and staff.
Uphold HIPAA and organizational policies to protect patient privacy and ensure compliance.
Complete additional administrative tasks and special projects as assigned by the supervisor.