Patient Intake and Care Coordinator - Physical Therapy

Patient Intake & Care Coordinator

Company: Peak Health and Performance

Location: 595 Chapel Hills Dr., Colorado Springs, CO, 80920

Job Type: Full-time

Job Summary

Peak Health and Performance is seeking an organized, empathetic, and driven Patient Intake & Care Coordinator to own the front-end patient experience from first inquiry through active plan-of-care management.

In this vital role, you will serve as the primary point of contact for prospective, new, and existing patients, delivering a seamless, professional, and highly responsive experience across phone, text, email, scheduling, intake, authorizations, benefits coordination, and payments. As a key contributor to clinic growth, retention, and operations, you will convert inquiries into scheduled evaluations, keep patients engaged in their care, protect provider schedules, and reduce administrative friction.

Key Responsibilities1. Patient Communication & Relationship Management

• Create a welcoming, helpful, and professional experience in every interaction.
• Answer and respond promptly to phone calls, texts, emails, website inquiries, faxes, and voicemails.
• Guide prospective patients through the onboarding process with warmth, clarity, and urgency.
• Follow up with referred or interested patients until they are scheduled, declined, or resolved.
• Communicate clearly with existing patients regarding appointments, paperwork, balances, plan-of-care questions, and next steps.
• Escalate complex patient concerns to the appropriate clinical or operational leader while maintaining ownership of follow-through. Base salary is $42,000. Salary installments and benefits in the first year bring the maximum package award to $53,000.

2. Intake, Chart Management & Documentation

• Facilitate the full new-patient intake process.
• Build and maintain accurate patient charts in the EMR or practice management system.
• Enter and verify demographics, insurance information, intake forms, referrals, medical records, and required documents.
• Monitor electronic communication channels and upload documentation to the correct patient chart.
• Maintain clean, organized, and up-to-date digital records.
• Protect patient privacy and strictly follow all HIPAA requirements.

3. Benefits, Authorization & Payment Coordination

• Coordinate with billing or verification partners to ensure insurance information is ready for benefits verification.
• Track benefits eligibility checks at least three days before the visit.
• Monitor authorization requirements and help ensure necessary approvals are secured before treatment.
• Communicate patient financial responsibility clearly and professionally.
• Follow up on outstanding balances or payment needs according to clinic policy.
• Reduce avoidable billing delays by ensuring complete and accurate front-end information.

4. Scheduling, Utilization & Plan-of-Care Support

• Schedule initial evaluations and follow-up visits.
• Support and monitor online self-scheduling workflows.
• Fill cancellation gaps using waitlists, manual outreach, and automated tools.
• Monitor upcoming schedule openings and take proactive action before they become unused time.
• Help patients schedule consistently according to the provider's recommended plan of care.
• Communicate schedule risks, recurring cancellations, or patient drop-off concerns to the appropriate team member.
• Collaborate with providers and operations leadership to optimize clinic flow and utilization.

5. Office Operations, Compliance & Team Support

• Serve as a key owner or coordinator of the clinic's HIPAA program.
• Maintain working knowledge of relevant clinic policies, workflows, and compliance expectations.
• Keep reception and administrative areas organized and patient-ready.
• Coordinate supplies, office needs, and administrative follow-up as assigned.
• Identify workflow issues and propose practical improvements.

Core Competencies & Qualifications

• Patient-Centered Communication: Warm, professional, empathetic, and clear in person, by phone, text, and email.
• Ownership Mindset: Follows through on tasks independently without needing constant reminders.
• Accuracy Under Pressure: Handles insurance details, demographics, schedules, payments, and records with precision.
• Proactive Schedule Management: Sees gaps before they become problems and takes swift action.
• Organization: Keeps systems, records, communications, and task lists clean and current.
• Technology Fluency: Learns EMR systems, scheduling software, phone/fax systems, email, and documentation tools quickly.
• Problem-Solving: Anticipates workflow breakdowns and resolves issues efficiently.
• Team Orientation: Works collaboratively with providers, leadership, billing partners, and patients.
• Mission Alignment: Understands that front-end administration directly impacts patient care, clinic growth, and team success.

Primary Performance Outcomes

Performance in this role is evaluated across three core areas:

• Patient Experience & Conversion: Delivering a 5-star experience where every patient feels welcomed, informed, cared for, and confident.
• Administrative Precision: Managing patient records, insurance information, authorizations, intake forms, and payments accurately and on time.
• Schedule & Care Adherence: Proactively managing evaluations, follow-ups, cancellations, and waitlists to maintain a full provider schedule and strong plan-of-care adherence.

Pay: From $42,000.00 per year

Benefits:

• Health insurance
• Opportunities for advancement
• Paid time off
• Retirement plan

Education:

• Associate (Preferred)

Experience:

• Clerical or Administrative: 1 year (Preferred)

Work Location: Hybrid remote in Colorado Springs, CO 80920

Salary : $42,000