Status: Full-time

Location: Remote

Position Summary

The New Patient Specialist is responsible for converting inbound leads into scheduled evaluations by delivering an exceptional patient experience from first contact through onboarding. This individual responds quickly to inquiries, conducts discovery conversations, verifies insurance benefits, coordinates documentation, and ensures seamless handoffs to the care team.

Success in this role requires empathy, strong communication skills, attention to detail, and the ability to balance a high-volume pipeline with personalized patient care.

Key Responsibilities

Lead Management & Conversion

• Respond to all inbound leads within 5 minutes of receipt
• Manage inquiries from phone, web forms, referrals, email, and fax channels
• Conduct discovery calls to understand patient needs and motivations
• Build rapport quickly and guide patients toward scheduling an evaluation
• Strong consultative selling skills with the ability to uncover needs, build trust quickly, and guide prospects toward a decision.
• Address common concerns related to cost, timing, insurance, and treatment options
• Ensure every interaction ends with a clear next step

Insurance Verification & Financial Guidance

• Verify insurance eligibility, benefits, and authorization requirements
• Provide accurate financial estimates before the first visit
• Explain payment options and financial agreements clearly and professionally
• Assist cash-pay patients in understanding the value of care and available programs

Patient Onboarding & Coordination

• Schedule evaluations and send onboarding materials
• Ensure intake forms and required documentation are completed prior to appointments
• Provide appointment reminders and proactive follow-up
• Coordinate seamless handoffs to Patient Care Advisors and clinical teams
• Maintain clear communication regarding patient goals, insurance status, and special circumstances

CRM & Documentation Management

• Create and maintain accurate patient records in CRM and EMR systems
• Document patient goals, referral sources, insurance information, and relevant notes
• Ensure consistency and accuracy across all systems
• Maintain high standards of data integrity and compliance

Personal Injury & Workers’ Compensation Support

• Collect and document case information accurately
• Coordinate lien agreements and supporting documentation
• Work closely with billing and administrative teams on complex cases
• Escalate legal or authorization concerns appropriately

Required

• Fluent English and Spanish communication skills
• 2+ years of experience in patient coordination, healthcare intake, customer service, call center, admissions, or sales-focused healthcare roles
• Strong phone presence and relationship-building skills
• Experience handling sensitive information with professionalism and confidentiality
• Excellent organizational and multitasking abilities
• Ability to work independently in a remote environment
• Strong attention to detail and follow-through

Preferred

• Experience with CRM(Second Door or similar) and EMR systems(Prompt)
• Insurance verification and healthcare benefits experience
• Physical therapy, medical practice, healthcare services, or wellness industry experience
• Sales, appointment-setting, or lead conversion experience

What Makes You Successful

• You build trust quickly and naturally.
• You are highly responsive and action-oriented.
• You communicate with empathy, confidence, and professionalism.
• You enjoy helping people navigate complex situations.
• You are comfortable discussing insurance, finances, and treatment options.
• You combine strong sales instincts with a genuine desire to help others.
• You thrive in a fast-paced, mission-driven environment.

Language Requirements

• Fluent English (required)
• Fluent Spanish (required)

Compliance & Professional Standards

• Maintain HIPAA compliance and patient confidentiality at all times
• Follow company policies, procedures, and documentation standards
• Demonstrate professionalism, accountability, and integrity in all patient interactions
• Maintain accurate records and ensure compliance with healthcare regulations

Job Type: Full-time

Pay: $27,000.00 - $30,000.00 per month

Experience:

• Patient Care Specialist: 3 years (Required)

Work Location: Remote