Patient Intake Coordinator (Remote)

Role Overview

The Patient Intake Coordinator is the first point of contact for all prospective patients and referral sources. This role is responsible for converting inbound inquiries into scheduled evaluations while delivering a professional, high-quality patient experience.

This role directly impacts lead conversion, scheduling efficiency, and overall company growth.


Core Responsibilities

1. Lead Management & First Contact
• Answer inbound calls (goal: within 3 rings)
• Respond to all new inquiries (calls, texts, forms) within 1 business hour
• Gather patient demographics and initial information
• Explain services clearly and confidently


2. Lead Conversion
• Convert inquiries into scheduled evaluations
• Handle objections (cost, timing, uncertainty)
• Educate patients/caregivers on value of services


3. Scheduling
• Schedule evaluations within 48–72 hours
• Assign appropriate therapist based on location + specialty
• Optimize therapist schedules (reduce gaps)



4. Follow-Up System
• Follow up on:
• missed calls
• unresponsive leads
• pending decisions
• Maintain “unconverted lead” pipeline


5. Patient Experience
• Provide clear communication and expectations
• Ensure smooth onboarding experience
• Maintain professionalism at all times


KPIs
• Lead response time: