New Patient Specialist

Status: Full-time

Location: Remote

Salary range: $1600 to $2200

Position Summary

The New Patient Specialist is responsible for converting inbound leads into scheduled evaluations by delivering an exceptional patient experience from first contact through onboarding. This individual responds quickly to inquiries, conducts discovery conversations, verifies insurance benefits, coordinates documentation, and ensures seamless handoffs to the care team.

Success in this role requires empathy, strong communication skills, attention to detail, and the ability to balance a high-volume pipeline with personalized patient care.

Key Responsibilities

Lead Management & Conversion

• Respond to all inbound leads within 5 minutes of receipt
• Manage inquiries from phone, web forms, referrals, email, and fax channels
• Conduct discovery calls to understand patient needs and motivations
• Build rapport quickly and guide patients toward scheduling an evaluation
• Strong consultative selling skills with the ability to uncover needs, build trust quickly, and guide prospects toward a decision. 
• Address common concerns related to cost, timing, insurance, and treatment options
• Ensure every interaction ends with a clear next step

Insurance Verification & Financial Guidance

• Verify insurance eligibility, benefits, and authorization requirements
• Provide accurate financial estimates before the first visit
• Explain payment options and financial agreements clearly and professionally
• Assist cash-pay patients in understanding the value of care and available programs

Patient Onboarding & Coordination

• Schedule evaluations and send onboarding materials
• Ensure intake forms and required documentation are completed prior to appointments
• Provide appointment reminders and proactive follow-up
• Coordinate seamless handoffs to Patient Care Advisors and clinical teams
• Maintain clear communication regarding patient goals, insurance status, and special circumstances

CRM & Documentation Management

• Create and maintain accurate patient records in CRM and EMR systems
• Document patient goals, referral sources, insurance information, and relevant notes
• Ensure consistency and accuracy across all systems
• Maintain high standards of data integrity and compliance

Personal Injury & Workers’ Compensation Support

• Collect and document case information accurately
• Coordinate lien agreements and supporting documentation
• Work closely with billing and administrative teams on complex cases
• Escalate legal or authorization concerns appropriately