[Hiring] Patient Intake Coordinator @Prava Therapy

Role Description

We are looking for a warm, highly organized, and professional Patient Intake Coordinator to serve as the first point of contact for patients calling in about physical therapy, occupational therapy, or speech-language pathology services.

• Answer inbound calls promptly from patients who inquire after seeing an ad or being referred by another provider.
• Speak with patients (and occasionally family members calling on their behalf) in a warm, professional, and empathetic manner.
• Quickly identify what kind of care the caller needs (PT, OT, or SLP), along with their insurance and zip code, to determine the right next step.
• Explain our services and what patients can expect during the intake process.
• Gather demographic, contact, insurance, referral source, and other required intake information.
• Work alongside the internal team to place the patient with the right provider.
• Follow up with callers who did not complete the intake process.
• Request and track any required documents or information.
• Accurately enter and maintain information in our CRM and other systems.
• Coordinate with internal Business Development (BD), clinical, and provider-network teams to route patients correctly.
• Escalate clinical or insurance questions to the appropriate team member.
• Maintain confidentiality and comply with HIPAA and company privacy requirements.
• Track leads and ensure no prospective patient falls through the cracks.

Qualifications

• Excellent spoken and written English.
• Highly clear, neutral English pronunciation that is easily understood by U.S. callers.
• Natural, conversational telephone presence — comfortable on live inbound calls, not just scripted outreach.
• Strong customer service and interpersonal skills.
• Able to communicate patiently and empathetically with patients, some of whom are calling about pain, injury, or a recent diagnosis.
• Strong attention to detail and data-entry skills.
• Comfortable learning healthcare terminology, insurance processes, and PT/OT/SLP terminology.
• Reliable internet connection and professional, quiet work environment.
• Able to work required U.S. business hours.

Requirements

• Previous experience supporting U.S.-based customers or patients by phone, especially inbound call handling.
• Healthcare intake, medical receptionist, patient coordinator, admissions, or scheduling experience.
• Experience working with physical therapy, occupational therapy, speech-language pathology, orthopedics, rehab, or other healthcare services.
• Experience working with insurance information and patient benefits.
• Experience using a CRM, EHR, or healthcare practice-management system.
• Previous U.S. call-center or customer service experience.

What We're Looking For

• Exceptional telephone communication, especially on live inbound calls.
• Clear and easily understood English.
• Warmth and empathy.
• Fast, accurate information-gathering on the first call.
• Strong organization.
• Attention to detail.
• Comfort speaking with patients directly.
• Ability to explain next steps simply and coordinate smoothly with the BD team.

Because this is a telephone-based position, candidates may be asked to submit a short voice recording and complete a simulated patient intake call as part of the interview process.