[Hiring] New Patient Intake Coordinator @Unity MSK

Role Description

A successful New Patient Intake Coordinator takes ownership of the referral pipeline, proactively reaches out to patients to schedule care, effectively manages referral work queues, supports PPO intake operations when needed, and consistently converts referrals into scheduled appointments. Through strong communication, follow-through, and productivity, this individual helps ensure patients receive timely access to orthopedic care while supporting the organization's growth and operational goals.

This position serves as the primary point of contact for patients following receipt of referral and authorization documentation and is heavily focused on outbound patient outreach.

The successful candidate is highly organized, proactive, and comfortable making a high volume of outbound calls while maintaining productivity goals and providing exceptional customer service. This role is expected to successfully schedule an average of 35 new patient appointments per day while supporting patient access initiatives and organizational growth.

Essential Duties and Responsibilities

• Manage and maintain the daily new patient referral queue.
• Review incoming referrals and authorizations to identify patients ready for scheduling.
• Conduct proactive outbound outreach to patients to schedule initial orthopedic consultations and evaluations.
• Make multiple follow-up attempts to patients as necessary to maximize referral conversion and minimize scheduling delays.
• Maintain ownership and accountability for assigned referral work queues and ensure timely action on all referrals.
• Successfully schedule an average of 35 new patient appointments per day through effective management of the referral queue and outbound patient outreach efforts.
• Schedule patients with the appropriate provider, specialty, and location based on referral and authorization guidelines.
• Monitor referral aging and work to reduce the time between authorization receipt and patient scheduling.
• Document all outreach attempts, patient communications, and scheduling activities accurately within the EMR and scheduling systems.
• Coordinate with clinic staff regarding scheduling needs and authorization requirements.
• Serve as a secondary resource for the PPO New Patient Intake Line, assisting appointment scheduling, and may support overflow call volume as needed.
• Provide timely and professional assistance to patients seeking new appointments, ensuring a positive first impression and efficient access to care.
• Escalate referral, authorization, scheduling, or patient service issues when appropriate.
• Maintain a professional, patient-centered approach during all interactions.
• Assist leadership with tracking referral conversion, scheduling productivity, and patient access metrics.
• Perform other duties as assigned.

Qualifications

• Minimum of 1-2 years of medical scheduling, referral coordination, patient intake, call center, or healthcare customer service experience preferred.
• Experience in orthopedic specialty healthcare settings strongly preferred.
• Experience managing referral work queues and conducting high-volume outbound patient outreach preferred.

Knowledge, Skills, and Abilities

• Strong customer service and communication skills.
• Bilingual English/Spanish required.
• Ability to effectively manage a high-volume referral queue.
• Comfortable making a high volume of outbound calls daily.
• Strong organizational, follow-up, and time management skills.
• Ability to prioritize workload and meet productivity goals.
• Strong attention to detail and commitment to accuracy.
• Working knowledge of EMR systems, scheduling software, and Microsoft Office applications.
• Ability to work independently and collaboratively in a fast-paced healthcare environment.

Company Description

This is a remote position based in California.