Therapy Intake Referral Coordinator - Twin Orthopedics

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.

• 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.

• 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.

• Actual starting pay will vary based on education, skills, and experience.
• We offer a comprehensive benefits package - to learn more .
• 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.

• 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).

Ability to:

• Comply with company policies, procedures, practices, and business ethics guidelines.
• Comply with all applicable laws and…