Bilingual Client Service/Intake Coordinator

Job Description

This role involves coordinating with internal teams, managing therapists’ onboarding and caseload, and maintaining high standards of client satisfaction.

DUTIES & RESPONSIBILITIES:

Manage the caseload building, orientation, and onboarding process for new therapists.

Process referrals and physician orders, while maintaining documentation for proper tracking.

Verify patient information, insurance, & location (map) once a referral and/or physician order is received.

Serve as the primary point of contact for patient families regarding staffing schedules.

Work closely with office staff to promote positive and effective communication to ensure appropriate client care.

Proactively follow up with families while managing and maintaining staffing schedules.

Assume responsibility in coordinating care for assigned patients, working to support a goal-directed care plan from admission to discharge.

Assist with answering incoming telephone calls from caregivers and clients.

Collaborate with the Outreach team to maintain client relations and address service failures.

Demonstrate the ability to prioritize multiple tasks to meet deadlines.

Adhere to and demonstrate thorough knowledge of company policies and procedures.

Cross train in other administrative departments to assist during vacations or illness.

Maintain an excellent rapport with patients and staff, effectively promoting harmonious interpersonal relationships.

Maintain and update referral, patients, therapists, and office staff rosters.

Manage all aspects of relationships with patients and referral sources to ensure company expectations are met or exceeded.

QUALIFICATIONS:

Bachelor’s Degree or 2- Year college degree preferred.

Strong proficiency in English and Spanish language.

3-5 years of experience in a medical facility and/or home health pediatric therapy company.

Comfortable speaking to patients, families, and staff over the phone.

Must be proactive in communicating with clinical staff and other departments.

Experience working with electronic health records/practice management software.

Experience with insurance verification, referral requests, and insurance processes and benefits.

Must be a self-starter, take initiative, and drive growth strategies.

Leadership experience with individuals and/or teams preferred.

Demonstrate a high degree of skill in problem solving and working effectively with people.

Ability to maintain filling systems and company documentation.

Strong organizational skills, attention to detail, good time management skills, and great customer service skills.

REQUIREMENTS:

Ability to sit for long periods of time.

Must be a team player and have a positive attitude.

Ability to manage high volume workload environments.

Ability to multi-task and work on multiple assignments to completion.

Ability to bend, lift, pull and push at least 25 lbs.

Must have the visual ability to prepare, analyze and transcribe data and figures.

Ability to read extensive use of computer screens.

WHAT WE OFFER:

Health & Wellness:

Comprehensive health, dental, and vision insurance

Health Savings Account (HSA)

100% company-paid life insurance and accidental death & dismemberment (AD&D)

Optional short-term and long-term disability

Critical illness coverage

Employee Assistance Program (EAP)

Work-Life Balance:

Generous paid time off (PTO) including holidays, sick leave, and vacation

Financial Security:

401(k) with company match

Employee Bonus Referral Program