Intake Coordinator (Bilingual)

Esperta Health delivers expert, in-home wound care backed by evidence-based practices. Our mission is to standardize wound care, improve healing outcomes, and reduce costs through comprehensive, patient-centered care.About The RoleThe Intake Coordinator serves as the central owner of referral intake across Esperta Health after Member Engagement confirms a member's interest and provides an initial appointment date. You will ensure referrals are complete, accurately entered, ready for the next step, and routed to the appropriate team, tracking each referral through completed admission or a documented final disposition.Reporting to the Director of Clinical Operations, you will work with members, caregivers, providers, health plans, and internal teams to resolve missing information and prevent avoidable delays. This role requires strong organization, proactive follow-through, and bilingual fluency in English and Spanish.Key ResponsibilitiesReferral Intake and Documentation ReadinessReceive and process referrals following the Member Engagement handoff; monitor referral inboxes, secure messages, and incoming fax queues throughout the business dayReview referrals for required demographic, contact, insurance, clinical, provider, and scheduling information; obtain missing or inconsistent information from referral sources, health plans, providers, or internal teamsEnter and maintain accurate referral and member information in BOP and other designated systems, including notes, status updates, task ownership, and disposition reasonsConfirm insurance and payor information, complete or coordinate eligibility verification, and identify authorization, referral, and documentation requirements under the applicable payor workflowEnsure required clinical records and wound information are available before a referral advances; confirm the member's location and availability for in-home care, including known hospitalization or skilled nursing facility statusReferral Tracking and Conversion SupportTrack each referral from receipt through completed admission or final disposition, maintaining visibility into outstanding records, eligibility, authorizations, clinical review, and scheduling confirmationIdentify barriers to completing the initial visit and coordinate timely follow-up for canceled, unsuccessful, delayed, or otherwise unresolved referralsPartner with Member Engagement, Patient Care Coordinators, and Regional Clinical Operations to support member re-engagement when the initial visit does not occurDocument reasons for non-conversion, including member choice, inability to reach, hospitalization, skilled nursing facility stay, incomplete information, eligibility, or service-area limitationsMonitor referral aging, prioritize referrals approaching payor or internal access standards, and ensure pending referrals have a clear next action and accountable ownerCommunication and Cross Functional CoordinationRoute referrals to the correct regional team and track each handoff through completion; communicate status, barriers, missing requirements, and next steps to internal and external partnersCommunicate clearly and professionally with members and caregivers in English and SpanishEscalate unclear wound information, clinical appropriateness questions, safety concerns, and service eligibility questions to the appropriate clinical or medical leader without making independent clinical decisionsProvide regular updates on referral volume, pending items, conversion, and non-conversion trends; escalate referrals at risk for delay or loss to the Director of Clinical Operations and appropriate operational leaderIdentify intake process gaps and support consistent workflows that reduce avoidable referral loss and delays in admissionRequirementsHigh school diploma or equivalentAt least two years of experience in healthcare referral intake, patient access, eligibility verification, medical scheduling, care coordination, medical office administration, or a related healthcare settingExperience managing referral documents, inboxes, faxes, task queues, and follow-up workflows and working with patients, providers, health plans, and clinical teamsBilingual fluency in English and Spanish, including the ability to communicate verbally with members and caregivers in both languagesStrong written communication, data-entry accuracy, attention to detail, organization, and follow-throughAbility to manage a high volume of referrals and prioritize work based on urgency, referral aging, payor requirements, and readiness for serviceWorking knowledge of HIPAA and the appropriate handling of protected health informationProficiency with Microsoft Office, Teams, electronic fax platforms, and web-based healthcare systemsPreferred QualificationsLicensed Practical Nurse, medical assistant, or other clinical or allied health background with strong administrative experienceExperience in home-based care, wound care, home health, specialty care, or another field-based clinical modelExperience with Medicare, Medicare Advantage, commercial health plans, eligibility, authorizations, and payor-specific referral requirementsExperience managing referral conversion, re-engagement, and non-conversion trackingExperience supporting a geographically distributed or multi-state healthcare organizationExperience with electronic health record, referral-management, CRM, scheduling, or task-management platformsFamiliarity with wound-related terminology and the clinical information needed to evaluate a wound care referralBenefitsHealth Care Plan (Medical, Dental & Vision)Retirement Plan (401k, IRA)Life Insurance (Basic, Voluntary & AD&D)Paid Time Off (Vacation, Sick & Public Holidays)Family Leave (Maternity, Paternity)Short Term & Long Term Disability