Patient Onboarding Associate

About the role

The Onboarding Associate at Luna Physical Therapy acts as the primary gateway for patients entering the care network, ensuring a seamless transition from initial contact to active treatment. In this capacity, you will own the end-to-end intake process, verifying eligibility and confirming insurance details to protect patient access. You will manage the scheduling lifecycle, coordinating appointments between patients and therapists while navigating multiple integrated systems. This role requires exceptional communication skills to build trust with both patients and provider partners over the phone and through digital interactions. You will document all interactions with precision, maintaining the integrity of clinical and administrative records. As a remote representative in select states, you will embody Luna's mission of making high-quality physical therapy accessible to anyone, anywhere. Your work will directly impact patient satisfaction and the efficiency of the clinical teams you support.

Key facts

What you'll do

• Answer incoming calls from patients and provider partners using standardized intake scripts.
• Route inquiries appropriately by following established protocols for patient needs and clinical priorities.
• Confirm patient eligibility and insurance coverage details to ensure appointments can be scheduled.
• Accurately document appointment requests and patient information across multiple computer systems.
• Build appointment schedules that align therapist availability with patient needs and time zone requirements.
• Navigate electronic health record platforms and scheduling software to verify information and reserve sessions.
• Ship physical confirmation materials and digital instructions to patients preparing for their first visit.
• Guide patients through the requirements of their first appointment, including technical and clinical expectations.
• Partner with clinical teams to resolve scheduling conflicts and adjust plans in real time.
• Maintain the integrity of the appointment calendar with real-time updates and status changes.
• Support the referral network by communicating delays or changes to clinical partners promptly.
• Facilitate smooth transitions from discovery calls to active therapy without disruption in care.
• Adhere to state-specific rules and regulations during all interactions with patients and providers.
• Operate within the designated shift windows to ensure continuous coverage across time zones.
• Contribute to a positive patient experience by demonstrating empathy, patience, and professionalism.

Requirements

• Three or more years of recent customer service or administrative experience in a professional setting.
• Experience working in a regulated environment is essential for compliance and accuracy.
• Ability to work part-time exclusively during the specified shift times listed in the role details.
• Demonstrated capability to manage multiple computer systems simultaneously without losing focus or accuracy.
• Exceptional verbal and written communication skills that convey clarity and confidence to diverse patients.
• Strict adherence to state eligibility requirements for scheduled appointments to maintain care access.
• Professionalism and a commitment to outstanding customer service in every interaction.
• Must reside in and be eligible for hiring in one of the approved states listed in the role overview.
• Reliable access to high-speed internet and a quiet workspace suitable for remote customer service work.
• Willingness to follow standardized procedures and adapt to changes in scheduling demands or protocols.

Nice to have

Familiarity with physical therapy workflows is beneficial for understanding clinical context and patient needs. Understanding of medical terminology is a plus when interpreting documentation or communicating with therapists. Prior experience in a healthcare setting is valuable but not mandatory for success in this role.

Practical notes

This position operates remotely with shifts scheduled across multiple time zones to ensure coverage for patients nationwide. Shift options include Mon-Fri from 10:00 AM to 2:00 PM PST, 12:00 PM to 4:00 PM CT, and 1:00 PM to 5:00 PM ET, as well as Thu-Mon from 9:00 AM to 1:00 PM PST, 11:00 AM to 3:00 PM CT, and 12:00 PM to 4:00 PM ET. Candidates must reside in one of the approved states, including AR, KY, MS, SC, Norfolk VA, Virginia Beach VA, WV, AL, FL, GA, ID, MI, MO, IN, NJ, OH, TX (except Houston), TN, WI, to be considered for this part-time engagement. Budgetary and payroll regulations restrict hiring to these specific locations, so only candidates within these states will be reviewed for the Onboarding Associate position.