Job Title: Referral Coordinator (Remote) we can only hire out of the following states: AZ, CA, CO, FL, GA, IL, MD, MI, NY, NC, OH, OR, PA, TN, TX, WA, WI, SC
About the Role: We are seeking a highly motivated, detail-oriented, and tech-savvy Referral Coordinator to join our team. In this position, you will serve as the crucial first point of contact for patients referred to us by their primary care providers. Your ultimate goal is to provide a seamless, compassionate onboarding experience and convert these referrals into scheduled visits with our therapists.
This role is a 13-week contract position.
Key Responsibilities:
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Referral Management: Build complete patient accounts and process incoming medical referrals efficiently using Salesforce Health Cloud.
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High-Volume Phone Support: Confidently manage daily client outreach and incoming inquiries through our telephony platform, Talkdesk.
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Outbound Days: Make 8–10 calls per hour (averaging 80–100 outbound calls/dials per full shift) for targeted follow-ups (e.g., Day 3 calls) to patients who have not yet scheduled.
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Inbound Days: Provide continuous queue coverage, fielding 30–45 live inbound client calls daily, answering general questions, and assisting with scheduling.
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Workflow Navigation & Insurance: Accurately process and verify sensitive patient insurance information.
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Cross-Functional Support: Act as a dynamic team player, flexibly transitioning between the primary roles on our team to cover gaps and manage day-to-day volume changes.
What You Bring (Required Skills & Key Must-Haves):
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Active Listening & Phone Engagement: You genuinely enjoy talking to people! You possess strong conversational pacing, active listening, and comfort guiding clients step-by-step through account onboarding without freezing or long periods of silence.
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Verified High-Speed Broadband: Must have a reliable, high-speed internet connection capable of running simultaneous web telephony (Talkdesk), Salesforce Health Cloud, and EMR portals without audio lag or dropped calls.
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Strict Schedule & Status Adherence: High personal accountability around shift punctuality, break and lunch timing, and maintaining a low after-call wrap-up time.
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Insurance Grasp: Comfort learning and navigating commercial insurance, Medicare Advantage / DSNP, and in-network versus out-of-network rules.
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Quality-Driven Empathy: You prioritize the patient experience. You are patient, composed, and refuse to sacrifice quality of care for the sake of speed.
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Tech-Savvy & Independent Learner: You possess the strong technical aptitude necessary to independently navigate multiple systems and complex workflows.
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Highly Responsive Communicator: You proactively monitor and engage with remote team communication tools (like Slack) in real-time to ask questions, assist teammates, and receive guidance.
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Coachable & Resilient: You have a growth mindset. You are highly receptive to feedback, welcome additional training/shadowing, and maintain a positive attitude during the initial learning curve.
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Detail-Oriented: You have a critical eye for accurate data entry and problem-solving, ensuring nothing slips through the cracks.
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Flexible Availability: You have a flexible approach to your workday and are open to picking up overtime if business needs occur.
Preferred Qualifications (Systems & Tools):
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Previous experience in a fully remote environment.
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Hands-on experience with Salesforce Health Cloud and Talkdesk.
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Background in Behavioral Health or working with EMR/EHR software.
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Experience with Epic / EpicLink or other web-based EMRs is a huge plus.
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Experience confidently handling and protecting sensitive PHI.
Equipment:
Schedule / Shift:
*We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).
*As a job position within our Revenue Cycle division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: accessing financial and confidential information, handling financial and other payment data, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.
