Practice Specialist

Ladder Health

1d•Remote

About The Position

We are seeking a detail-oriented and compassionate Practice Specialist to support the day-to-day operations of our virtual clinic. This role is critical to ensuring a smooth, efficient, and family-centered experience across the patient journey—from referral intake through billing support. As a key member of the Healthcare Operations team, you will work closely with clinical staff, revenue cycle, and leadership to execute core workflows, improve operational efficiency, and support families navigating care. You will play a hands-on role in managing administrative processes while helping to build and refine scalable systems as the company grows. This is an ideal opportunity for someone who thrives in a fast-paced, startup environment and enjoys balancing operational precision with empathetic patient interaction.

Requirements

2+ years of experience in a medical front office, referral coordination, billing, or healthcare operations role (required)
Familiarity with insurance verification, prior authorizations, and patient-facing administrative workflows
Bilingual (English/Spanish)
Strong organizational skills and attention to detail
Excellent written, verbal, and customer communication skills, with a patient-first mindset
Comfortable working independently in a remote, fast-paced environment
Proficiency with EHR/EMR systems and payer portals
Passionate about improving access to care for children and families

Nice To Haves

Experience working with therapy or pediatric outpatient services (PT/OT/SLP) or similar specialties (preferred)
Experience in a virtual care environment
Experience with workflow optimization, automation tools, or applying AI to administrative processes

Responsibilities

Accurately enter incoming patient referrals into internal systems and electronic health records in accordance with established workflows and timelines
Review referral documentation for completeness and follow up with providers or internal teams to obtain missing information
Ensure referrals meet eligibility and intake criteria, flagging any discrepancies or issues for resolution
Maintain organized and up-to-date records of referral activity
Serve as a primary point of contact for patients and families, providing timely and empathetic communication via phone, email, text, or secure messaging
Assist with scheduling, onboarding, and general inquiries related to care services
Guide families through next steps in the care journey, ensuring clarity and a positive experience
Document all patient interactions accurately within the EHR
Confirm patient insurance eligibility and benefits using EHR, clearinghouses, and payer portals as needed
Clearly document coverage details, including copays, deductibles, and visit limits
Communicate benefit information to patients in a clear and supportive manner
Identify potential coverage issues and escalate as needed
Identify when prior authorization is required based on payer guidelines and services
Prepare and submit prior authorization requests using payer-specific workflows (portals, fax, etc.)
Track authorization status, follow up on pending requests, and support resolution of denials
Maintain accurate documentation of all authorization activity
Support patient billing and collections processes, including communicating financial responsibility and collecting payments when appropriate
Assist with resolving patient billing inquiries in a timely and professional manner
Ensure a transparent, compassionate approach to financial interactions with families
Collaborate with the revenue cycle team to improve collection workflows and reduce outstanding balances
Develop, document, and maintain standard operating procedures (SOPs) and job aides for core workflows
Continuously update documentation to reflect process improvements and system changes
Identify opportunities to standardize and streamline workflows across the practice