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.

4 years Related experience (Required)

• Excellent customer service skills.
• Experience in healthcare setting preferred and computer knowledge necessary.
• Excellent verbal, interpersonal, and telephone skills required.
• Knowledge of medical terminology and CPT-4/ICD-9 coding preferred.
• Detail oriented, organized individual with demonstrated ability to prioritize, problem-solve and follow through.
• Working knowledge of mental health third party payers, eligibility requirements and ability to discuss medical and mental health benefits.
• Ability to make appropriate new patient assignments to clinician based on specialty clinic and/or refer to other medical health services both at Children’s Hospital and other community mental health resources.
• Should have knowledge of computer database entry.
• Knowledge of charge entry and/or front desk operations.

• 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 respond 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.