Job Description

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Job Title New Patient Admissions Coordinator – Medical Practice

Location Remote (U.S.-Based)

Time Zone US Time Zones (EST–PST)

Reports To Admissions Director

We are looking for a proactive, detail-oriented New Patient Admissions Coordinator to manage the full inbound patient journey — from the first phone call to confirmed intake. This is a fast-paced, communication-heavy role where the ability to quickly assess a caller's needs, navigate uncertainty, and move every conversation toward a clear next step is essential.

You are not reading from a script. You are thinking critically, asking the right questions, and ensuring that every patient, family member, or referral partner ends the call with a defined outcome and a clear understanding of what happens next. If you come from a recovery, addiction, or behavioral health background, that experience is a significant advantage in this role.

Key Responsibilities

New Patient Intake & Call Management

• Handle all inbound calls from prospective patients, family members, and referring providers

• Conduct structured, focused intake conversations that quickly establish the patient's needs and eligibility

• Ask precise follow-up questions to gather the clinical, insurance, and logistical information required to move forward

• End every call with a defined outcome: scheduled, not eligible, or pending additional information — nothing left ambiguous

Eligibility & Screening

• Screen new patients against program or practice criteria to determine fit

• Identify missing information, documentation gaps, or inconsistencies early and address them directly

• Communicate eligibility decisions clearly and without ambiguity — set honest expectations from the first interaction

Coordination & Documentation

• Schedule consultations, assessments, and next-step appointments with accuracy and efficiency

• Enter and maintain complete, accurate patient records in the EHR and intake tracking systems

• Coordinate with internal clinical and administrative teams to ensure smooth patient transitions

• Follow up on incomplete referrals, outstanding documentation, or pending decisions without being prompted

Patient Experience & Communication

• Engage patients and families with clarity, warmth, and professionalism — especially in high-stress situations

• Provide honest, direct information about the practice, services, and what to expect — avoid overpromising

• Think creatively when patients ask unexpected questions or present non-standard situations

• Redirect callers who are not a fit to appropriate resources while maintaining a respectful, supportive tone

Process & Systems

• Operate within defined intake workflows and documentation standards

• Use sound judgment to navigate situations that fall outside established protocols

• Proactively flag recurring issues, process gaps, or systemic inefficiencies to leadership

• Bring initiative and ownership to your work — identify what needs to happen and make it happen

Required Qualifications

• Prior experience in new patient coordination, medical admissions, intake coordination, or a closely related role

• Strong critical thinking skills — able to assess situations quickly, problem-solve, and adapt without constant direction

• Excellent spoken and written English — clear, direct, and professional in all patient-facing communications

• Experience using EHR or patient management platforms

• Proven ability to manage high call volumes with accuracy and composure

• Must have prior remote work experience and be fluent with tools such as Slack, Zoom, Google Workspace, or similar

• Must have experience working with U.S.-based companies — applications without this background will not be considered

Preferred Qualifications

• Background in recovery, addiction treatment, behavioral health, or mental health services — strongly preferred

• Experience navigating insurance verification, prior authorizations, or benefits coordination

• Familiarity with clinical terminology and levels of care across behavioral or medical health settings

• Demonstrated initiative: a track record of identifying problems, owning outcomes, and improving processes without being asked

Tools & Technology

• EHR / patient management system

• Intake and referral tracking tools

• Google Workspace

• Slack, Zoom, and other remote collaboration platforms

Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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