Therapy Intake Referral Coordinator - Twin Cities Orthopedics

Revo Health•Plymouth, MN

10h•$39,049 - $57,858•Hybrid

About The Position

The Therapy Intake & Referral Specialist is responsible for coordinating all aspects of the patient onboarding process, including referral processing, patient registration, and scheduling of therapy services. This is a remote eligible, hybrid position in which the Therapy Intake & Referral Specialist will be required to take inbound calls and handle inbound referrals. The workload between the two responsibilities will be at the discretion of the manager and is subject to change depending on coverage needs. As the first point of contact for patients, this role delivers excellent customer service, supports timely access to care, and collaborates with patients, providers, and internal teams to ensure an efficient and positive therapy care experience. Twin Cities Orthopedics is an operating division of Infinite Health Collaborative (i-Health), a group of local medical practices, owned and led by its physicians, on a mission to give patients more control over their healthcare.

Requirements

High school diploma, GED, or equivalent required.
Minimum of one year of customer service experience required; healthcare customer service experience preferred.
Proficiency with Microsoft Office applications, including Word, Outlook, and Excel.
Strong written and verbal communication skills with the ability to communicate professionally and accurately with patients, providers, and staff.
Ability to comply with company policies, procedures, practices, and business ethics guidelines.
Ability to comply with all applicable laws and regulations, (e.g. HIPAA, Stark, OSHA, employment laws, etc.)
Demonstrate prompt and reliable attendance.
Work at an efficient and productive pace, handle interruptions appropriately, and meet deadlines. Prioritize workload effectively.
Communicate respectfully and professionally in face-to-face, phone and email interactions. Apply principles of logical thinking to define problems, establish facts, and draw valid conclusions.

Nice To Haves

healthcare customer service experience
Previous experience in a healthcare setting involving patient registration, intake, referral coordination, appointment scheduling, or medical office operations preferred.
Experience working in a call center or high-volume patient contact environment preferred.
Experience with electronic medical records (EMR) and/or practice management systems preferred.

Responsibilities

Serve as the first point of contact for patients, providing exceptional customer service through inbound and outbound calls, text messaging, and other patient communication channels.
Coordinate and manage patient intake, registration, referral processing, and scheduling activities within the practice management system.
Accurately create and maintain patient accounts, ensuring demographic, insurance, and referral information is complete and up to date.
Schedule new and existing patient appointments efficiently while adhering to established scheduling guidelines and procedures.
Communicate relevant appointment and care information to patients, including scheduling details, check-in requirements, directions, referral requirements, and financial responsibilities.
Verify, document, and maintain patient insurance information and apply knowledge of payer requirements, health plan networks, and authorization processes as applicable.
Monitor and manage assigned work queues, reports, scheduling modules, and other workflow tools to support timely patient access and service delivery.
Respond promptly to patient, provider, and staff inquiries, ensuring accurate information exchange and effective resolution of issues.
Maintain a high level of accuracy, attention to detail, and consistency in patient documentation and communications while adhering to organizational standards and protocols.
Communicate professionally and effectively, both verbally and in writing, with patients, providers, staff, and external partners.
Protect patient confidentiality and comply with all HIPAA, PHI, and organizational privacy and security requirements.
Perform other duties and responsibilities as assigned.
Work independently with minimal supervision.
Other duties as assigned.