Job Description

The Therapy Intake & Referral Specialist is responsible for coordinating all aspects of the patient onboarding process, including referral processing, patient registration, and scheduling of therapy services. This is a remote eligible, hybrid position in which the Therapy Intake & Referral Specialist will be required to take inbound calls and handle inbound referrals. The workload between the two responsibilities will be at the discretion of the manager and is subject to change depending on coverage needs. As the first point of contact for patients, this role delivers excellent customer service, supports timely access to care, and collaborates with patients, providers, and internal teams to ensure an efficient and positive therapy care experience.

Twin Cities Orthopedics is an operating division of Infinite Health Collaborative (i-Health), a group of local medical practices, owned and led by its physicians, on a mission to give patients more control over their healthcare.

This is a full-time position working varying hours Monday-Friday between 7:00am-7:00pm.

Essential Job Functions:

• Serve as the first point of contact for patients, providing exceptional customer service through inbound and outbound calls, text messaging, and other patient communication channels.
• Coordinate and manage patient intake, registration, referral processing, and scheduling activities within the practice management system.
• Accurately create and maintain patient accounts, ensuring demographic, insurance, and referral information is complete and up to date.
• Schedule new and existing patient appointments efficiently while adhering to established scheduling guidelines and procedures.
• Communicate relevant appointment and care information to patients, including scheduling details, check-in requirements, directions, referral requirements, and financial responsibilities.
• Verify, document, and maintain patient insurance information and apply knowledge of payer requirements, health plan networks, and authorization processes as applicable.
• Monitor and manage assigned work queues, reports, scheduling modules, and other workflow tools to support timely patient access and service delivery.
• Respond promptly to patient, provider, and staff inquiries, ensuring accurate information exchange and effective resolution of issues.
• Maintain a high level of accuracy, attention to detail, and consistency in patient documentation and communications while adhering to organizational standards and protocols.
• Communicate professionally and effectively, both verbally and in writing, with patients, providers, staff, and external partners.
• Protect patient confidentiality and comply with all HIPAA, PHI, and organizational privacy and security requirements.
• Perform other duties and responsibilities as assigned.
• Work independently with minimal supervision.
• Other duties as assigned.

Education and Experience:

• High school diploma, GED, or equivalent required.
• Minimum of one year of customer service experience required; healthcare customer service experience preferred.
• Previous experience in a healthcare setting involving patient registration, intake, referral coordination, appointment scheduling, or medical office operations preferred.
• Experience working in a call center or high-volume patient contact environment preferred.
• Proficiency with Microsoft Office applications, including Word, Outlook, and Excel.
• Strong written and verbal communication skills with the ability to communicate professionally and accurately with patients, providers, and staff.
• Experience with electronic medical records (EMR) and/or practice management systems preferred.

Benefits & Compensation:

• Actual starting pay will vary based on education, skills, and experience.
• We offer a comprehensive benefits package - to learn more click here.
• Employees working 30+ hours per week (60 hours per pay period) are eligible for our Medical (w/Maternity Bundle), Dental & Vision plans, as well as Tuition Reimbursement.
• All employees, regardless of hours, are eligible for 401(k) Profit Sharing, Employee Assistance Program, Lifetime Fitness Subsidy, Car Rental discounts, Home, Auto, & Pet insurance savings programs & more.
• A sign-on bonus will be offered for select roles, payable on first paycheck with a 12-month commitment. Internal applicants are not eligible for the sign-on bonus. 

Working Conditions:

• Ability to sit for extended periods (up to 8 or more hours per day).
• Frequent use of hands and fingers for typing, writing, and handling documents.
• Occasional standing, walking, bending, or reaching within the office environment.
• Ability to lift and carry office supplies or files weighing up to 20 pounds.
• Visual acuity to read electronic and paper documents.
• Auditory ability to participate in phone or video calls clearly.
• Manual dexterity to operate standard office equipment (e.g., computer, phone, printer).

Essential Requirements:

Ability to:

• Comply with company policies, procedures, practices, and business ethics guidelines.
• Comply with all applicable laws and regulations, (e.g. HIPAA, Stark, OSHA, employment laws, etc.)
• Demonstrate prompt and reliable attendance.
• Work at an efficient and productive pace, handle interruptions appropriately, and meet deadlines. Prioritize workload effectively.
• Communicate respectfully and professionally in face-to-face, phone and email interactions. Apply principles of logical thinking to define problems, establish facts, and draw valid conclusions.

Notes

• Revo/ i-Health is an Equal Opportunity Employer. We are committed to fostering an inclusive and accessible workplace. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions. Applicants or employees who wish to request an accommodation may do so by emailing HR@RevoHealth.com. For more information, please review the Know Your Rights notice from the U.S. Equal Employment Opportunity Commission.
• We participate in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: https://www.e-verify.gov/employees/employee-rights-and-responsibilities
• Please note: This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not an exhaustive list of all duties, responsibilities, and qualifications required. Revo/ i-Health reserves the right to modify job duties or descriptions at any time, with or without notice, in accordance with applicable laws.