Intake Coordinator, Pediatric Rehabilitation Medicine

The Intake Coordinator supports timely access to Pediatric Rehabilitation Medicine (PM&R) and Physical Therapy (PT) services for pediatric brain tumor patients at Children's National Hospital (CNH). This role manages referrals, insurance verification, and prior authorizations for CNH-based services, and collaborates closely with Sibley Hospital teams to help coordinate PM&R/PT services across sites.

The Intake Coordinator serves as a key liaison among families, providers, therapists, schedulers, and payers to support scheduling readiness, communication, and continuity of care, helping ensure patients receive needed rehabilitation services without delays.

• Verify insurance eligibility for anticipated services using any verification system (EVS, Envoy, MAMSI On-line, DIV A, ACEDS) and/or call insurance companies as appropriate.

• Coordinate patients, physicians and insurance companies to fulfill authorization requirements, facilitate document submission and communicate outcomes.

• Obtain authorization from insurance companies as appropriate; document authorization in Account Notes and appropriate fields.

• Obtain required clinical and financial information by conducting telephone intake; mail packet of information to families after initial phone intake; enter intake information into database.

• Greet patient, parent and staff in courteous and consumer-oriented manner; complete computer aided, on-line registration screen with parent/guardian via telephone or in person; schedule patient for appointment with physician, nurse or technical personnel using the on-line scheduling system.

• Discuss co-payment or payment-in-full requirements.

• Appropriately triage treatment needs based on department guidelines.

• Refer requests to other medical, mental health services both at Children's National Medical Center and other community mental health resources when appropriate based on departmental guidelines.

• Assign cases to intake staff by clinical specialty after receipt of packets.

• Monitor wait list and assignment of cases to clinicians.

• Provide expertise to peers throughout the institution regarding protocols governing their specific department.

• Train COR staff on insurance, registration and scheduling requirements for the patients in their department.

• Provide input to manager about the registration errors for ongoing training purposes.

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

• Provide data for calculation of monthly statistical reports of intake calls and scheduled appointments for management.

• Partner in the mission and upholds the core principles of the organization

• Committed to diversity and recognizes value of cultural ethnic differences

• Demonstrate personal and professional integrity

• Maintain confidentiality at all times

• Anticipate and responds to customer needs; follows up until needs are met

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others' ideas and opinions

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

• Use resources efficiently

• Search for less costly ways of doing things