Patient Care Coordinator

Patient Care Coordinator

Location: In-Office | Tennessee | Schedule: 32 hours per week clinic is closed Fridays | Pay: $18.00/hr + Monthly Performance Bonus

ABOUT MAGNOLIA SPEECH THERAPY

Magnolia Speech Therapy is a pediatric private practice in Tennessee providing speech, feeding, and occupational therapy to children and families. We follow a neurodiversity-affirming, child-led approach — and we take our mission seriously. As a growing practice, we foster a collaborative, compassionate, family-centered environment.

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ABOUT THE ROLE

The Patient Care Coordinator is the first voice and face of Magnolia. You own the intake process from the moment a referral or inquiry arrives to the moment a family is scheduled and welcomed into care. You also keep daily operations running smoothly — managing check-ins, supporting payment collection, and handling front desk workflow without escalating every question to the owner.

We are looking for someone who is friendly, upbeat, outgoing, and energetic — someone who genuinely enjoys talking to families, takes pride in following through, and brings positive energy to the front desk every single day.

This is an in-office role, Monday through Thursday (clinic is closed Fridays). It is not a remote position.

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COMPENSATION

Base pay: $18.00/hour

Plus a monthly performance bonus — earned, not guaranteed. If the clinic does well because of your work, you get rewarded for it.

Bonus is based on:

• Collections rate: % of co-pays and balances collected at point of service
• Response time: speed of inquiry and referral follow-up (target: same business day)
• Evals scheduled: number of new evaluation appointments booked per month
• Waitlist fills: open slots filled when a cancellation occurs
• Cancellation recovery: % of cancelled appointments rescheduled within 24 hours

Bonus amounts and thresholds will be shared during the offer stage.

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KEY RESPONSIBILITIES

Intake & Referral Management

• Receive, log, and process all incoming referrals (fax, phone, online inquiry) within 24 hours
• Contact families to confirm interest, explain next steps, and verify insurance eligibility
• Send intake paperwork via Ocean Friends EMR within 24 hours of a complete referral
• Follow up with families who have not returned paperwork within 48 hours
• Track all referral status and document every touchpoint in the EMR
• Notify the clinical team when a new client is ready to be scheduled

Scheduling & Client Communication

• Schedule evaluations and ongoing therapy appointments based on therapist availability
• Send appointment confirmations and reminders via Ocean Friends messaging
• Manage cancellations and reschedules; attempt to fill open slots from the waitlist within 24 hours
• Answer calls and respond to messages professionally and promptly
• Resolve routine questions independently using clinic SOPs; escalate only when necessary

Front Desk Operations

• Open the clinic and prepare the front desk area each morning
• Check in clients, verify insurance information, and collect co-pays and balances at time of service
• Actively address outstanding patient balances in person
• Maintain an organized, welcoming front desk environment
• Manage incoming faxes and ensure documents are filed correctly

Payment Collection

• Collect co-pays and outstanding balances at check-in and check-out
• Send email/text reminders for unpaid balances per the payment collection SOP
• Flag accounts with 30+ day outstanding balances to the operations manager weekly
• Document all payment activity in the EMR

Administrative Support

• Maintain accurate client records, insurance info, and authorization data
• Assist with verifying insurance authorizations for new and continuing clients
• Ensure all required documentation is collected before a client's first session
• Submit weekly KPI data (intake turnaround, scheduled appointments, cancellations, collections)

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PERFORMANCE EXPECTATIONS

• You will be measured weekly on the following KPIs:
• Intake paperwork sent after referral: within 24 hours (minimum: 48 hours)
• Inquiry follow-up response time: same business day (minimum: within 24 hours)
• Cancellation backfill rate: 75% of open slots filled (minimum: 50%)
• Co-pay/balance collection at point of service: 95% same day (minimum: 85%)
• Outstanding balance follow-up: contacted within 3 days (minimum: within 5 days)

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WHAT THIS ROLE IS NOT

You will not be providing therapy, managing other staff, or making clinical decisions. The owner and clinical team handle all clinical decisions. No clinical training or credentials required.

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REQUIRED QUALIFICATIONS

• High school diploma or GED
• Minimum 1 year of front desk, receptionist, or administrative experience (healthcare setting strongly preferred)
• Experience handling patient scheduling or customer service calls
• Comfortable using EMR or practice management software (we will train on Ocean Friends)
• Proficient in basic computer tasks: email, spreadsheets, cloud documents
• Reliable, punctual, and able to work in-office full-time

STRONGLY PREFERRED

• Friendly, upbeat, outgoing, and energetic personality — this is a people-first role
• Experience in a pediatric therapy, medical, or behavioral health clinic
• Familiarity with Medicaid, Blue Cross Blue Shield, Tricare, or similar insurance plans
• Experience with insurance verification and prior authorizations
• Ability to follow written SOPs and work independently without constant supervision
• Bilingual (English/Spanish) is a plus but not required

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WHAT WE OFFER

• $18.00/hr base pay + monthly performance bonuses tied directly to your results
• A stable, growing clinic with a clear mission: helping children thrive
• A structured role with written SOPs, clear KPIs, and regular feedback
• A collaborative team of therapists who take their work seriously
• Room to grow as the practice expands

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HOW TO APPLY

We receive a lot of applications. To make sure yours is reviewed, please follow these steps exactly. Applications that do not follow these instructions will not be considered.

Step 1 — Email your application to: admin@magnoliaspeechtn.com

Your subject line must be exactly: #BestFrontDesk

(Any email without this exact subject line will be removed without review.)

Step 2 — Attach your most current resume as a PDF or Word document.

Step 3 — Record a 90-second video cover letter answering three questions:

• Who are you?
• What are your career goals?
• How does this position help you get there?

Upload your video to Google Drive, YouTube (unlisted), or Loom and include the link in your email. Keep it under 90 seconds.

Pay: $18.00 per hour

Work Location: In person