Client Coordinator

Job Description

The Client Coordinator Specialist plays a key role in supporting patients through the entire front-end service process. This position works in a fast-paced office and call center environment, handling inbound calls and emails, performing administrative and clerical tasks, and ensuring that patient referrals, orders, and insurance-related documentation are processed accurately and efficiently. The specialist helps patients understand their financial responsibilities, coordinates equipment orders as prescribed by physicians, and maintains thorough records in electronic medical record (EMR) systems.

The Client Coordinator Specialist plays a key role in supporting patients through the entire front-end service process. This position works in a fast-paced office and call center environment, handling inbound calls and emails, performing administrative and clerical tasks, and ensuring that patient referrals, orders, and insurance-related documentation are processed accurately and efficiently. The specialist helps patients understand their financial responsibilities, coordinates equipment orders as prescribed by physicians, and maintains thorough records in electronic medical record (EMR) systems.

• Learn and understand the full front-end process to ensure smooth and successful service for patients.
• Work in a fast-paced environment answering incoming calls and emails, routing inquiries, and performing administrative duties.
• Obtain, analyze, and verify the accuracy of information received from referrals.
• Create orders and schedule patients to receive equipment as prescribed by their physicians.
• Educate patients about their financial responsibility when applicable, including coverage, copays, and deductibles.
• Develop and maintain a working knowledge of current products and services offered by the company.
• Answer all calls and emails in a timely manner in adherence to established performance goals.
• Document all call information accurately and completely according to standard operating procedures.
• Respond to questions about products and services, retail locations, and general service line information based on customer needs.
• Process orders, route calls to the appropriate resource, and follow up on customer calls when necessary.
• Review all required documentation to ensure completeness and accuracy before processing.
• Accurately process, verify, and submit documentation and orders in accordance with company and payer requirements.
• Complete insurance verification, including coverage, copays, coinsurance, and deductibles.
• Obtain pre-authorizations when required by insurance carriers and process physician orders to insurance carriers for approval and authorization.
• Navigate multiple online EMR systems to obtain and review applicable documentation.
• Enter and review all pertinent information in EMR systems, including authorizations and expiration dates.
• Communicate regularly with Customer Service and Management regarding trends or issues identified with insurance companies.
• Contact patients when received documentation does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process.
• Meet established quality assurance requirements and other key performance metrics.

• Strong customer service skills with the ability to communicate clearly and professionally by phone and email.
• Proficiency in data entry with high attention to detail and accuracy.
• Administrative and clerical skills, including organizing, filing, and managing documentation.
• Ability to use Microsoft Office applications for everyday tasks and documentation.
• Capability to support logistics related to patient equipment orders and scheduling.
• Ability to navigate and work within multiple online EMR systems.
• Understanding of basic insurance concepts such as coverage, copays, coinsurance, deductibles, and pre-authorization requirements.
• High School Diploma or equivalent.
• At least one (1) year of work-related experience in health care administrative, financial, or insurance customer service, claims, billing, call center, or management in any industry.
• Ability to work effectively in a fast-paced environment while meeting performance and quality metrics.

• Experience in a call center or high-volume customer contact environment.
• Background in health care administration, insurance verification, claims, or billing.
• Familiarity with standard…