Bilingual Client Service/Intake Coordinator

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