[Hiring] Central Scheduler / Patient Liaison @Rockstar

Role Description

This is a remote position. Rockstar is hiring a full-time Central Scheduler / Patient & Attorney Liaison Virtual Assistant on behalf of an outpatient physical therapy practice. This position is often the first voice and first impression a new patient has of the practice. The role is responsible for creating an exceptional experience from the very first phone call, helping prospective patients understand how the practice can help them, and confidently converting inquiries and referrals into scheduled new patients.

This individual must be friendly, personable, positive, organized, dependable, and comfortable talking with people on the phone throughout the day. Excellent spoken and written English communication skills are essential.

Beyond scheduling and lead conversion, this role serves as a key liaison for attorney-referred patients and attorney offices, coordinates medical records requests, and ensures patients, clinics, referral sources, and attorneys all receive timely, professional communication. The goal is simple: make it easy for people to become patients, get them scheduled quickly, and provide an outstanding experience from their very first interaction with the practice.

Key Responsibilities

• New Patient Scheduling & Lead Conversion
  • Respond promptly to all new patient leads across phone, voicemail, text, email, website, advertising, and referral sources, building rapport and confidently guiding them to a scheduled appointment.
  • Follow the established New Case Intake process for every lead, entering accurate information into the lead-tracking system and documenting all communication and outcomes.
  • Continue appropriate follow-up with leads who don't immediately schedule, converting New Case holds into actual appointments by end of day whenever possible.
• Schedule Management
  • Review clinic schedules throughout the day to identify cancellations, openings, and new-patient opportunities, actively working to fill them.
  • Communicate with clinic receptionists on schedule changes, and proactively look ahead to the following week to fill upcoming openings.
• New Patient Readiness & Follow-Up
  • Confirm upcoming new patients and follow up on incomplete intake paperwork or missing information.
  • Monitor fax and email for incoming prescriptions and documentation, ensuring authorizations are completed and uploaded to the EMR before patient arrival.
• Attorney Patient Liaison
  • Serve as the primary point of contact for attorney offices, providing timely and professional communication and assisting attorney-referred patients with scheduling.
  • Track attorney referrals through to conversion, following up as needed and maintaining accurate documentation of all attorney communications.
• Medical Records Coordination
  • Receive, verify, and process medical records requests, ensuring proper authorization before releasing any protected patient information.
  • Track outstanding requests to completion and maintain accurate documentation of when records were requested, processed, and released.
• Daily, Weekly & Monthly Responsibilities
  • Review the daily checklist, monitor all communication channels (voicemail, text, email, fax) throughout the day, and complete required scheduling, documentation, and stat tracking.
  • Participate in weekly huddles and lead reviews, and proactively review the following week's schedule to get ahead of upcoming openings.

Performance Expectations / KPIs

• Number and percentage of leads converted into scheduled new patients.
• Speed of response to new leads.
• New cases scheduled and new-patient arrival rate.
• Effectiveness in filling cancellations and open appointments.
• Accuracy and completeness of lead tracking and documentation.
• Timely completion of intake, prescription, authorization, attorney, and records responsibilities.
• Reliability, attendance, and consistent completion of daily responsibilities.

Qualifications

• Fluent in spoken and written English with clear, easy-to-understand communication.
• Friendly, upbeat, and naturally comfortable talking with people on the phone.
• Comfortable confidently converting leads into scheduled patients.
• Highly organized with the ability to manage multiple priorities and frequent interruptions.
• Self-motivated and proactive, does not wait to be told what to do.
• Comfortable working toward measurable KPIs and goals.
• Comfortable learning and working across multiple systems (scheduling, EMR, lead-tracking, communication platforms).

Non-Negotiables

• Reliable and dependable, with strong attendance and punctuality.
• Self-motivated and proactive rather than reactive.
• Strict confidentiality and HIPAA compliance in all communications.

Benefits

• Competitive salary commensurate with experience.
• Opportunities for professional development and growth.
• Work in a dynamic and supportive team environment.
• Make a meaningful impact by helping to build and strengthen families across the Globe.