Patient Care Coordinator

Position Summary:

The Complex Rehab Patient Care Coordinator is a sales-oriented role focused on initiating client interactions, developing sales opportunities, and maintaining ongoing relationships with clients regarding Complex Rehabilitation Technology (CRT) products and services. This position serves as a liaison between manufacturers, physicians, clinicians, families, and internal teams to guide leads through the provision process from evaluation to delivery. Interactions are primarily handled via phone, email, and other electronic communications. A successful coordinator triages consumer leads, identifies opportunities to cross-sell additional medical devices and services, schedules evaluations, collects and reviews documentation, and ensures compliance with payer guidelines to achieve increased sales, profitability, and client satisfaction. While core responsibilities center on CRT, the role may involve coordination for related products such as chairs, lifts, hospital beds, overlays, or other programs, depending on client needs and business priorities.

Company Description:

At all levels, working at National Seating & Mobility provides the opportunity to directly impact our clients’ lives by restoring their mobility and independence. Our teams are comprised of passionate individuals, dedicated to providing the best care to each client. We focus on abilities and by leveraging technology we create mobility solutions that are as unique as our clients’ needs. Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve. Located in more than 40 states, we strive for diversity and offer an array of benefits including 401k, company-paid Long Term Disability, and tuition reimbursement.

Duties and Responsibilities / Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Lead Generation and Intake & Screening: Contact current and prospective clients through phone calls, emails, and other methods to gather information, qualify needs, and screen referrals. Verify health benefits, coverage policies, and referral information; initiate client records in the system. Introduce NSM as the service partner, educate on next steps, and use questionnaires or consultative skills to uncover opportunities for additional products or services.
2. Sales and Cross-Selling: Engage with clients to explain benefits of preventative maintenance, product replacement, upgrades, or additional purchases (which could include, but are not limited to, push campaigns for chairs, lifts, hospital beds, overlays, and other defined programs). Identify and develop new sales opportunities to enhance client mobility solutions.
3. Documentation Management: Collect, review, and ensure medical documentation (e.g., prescriptions, clinical notes, letters of medical necessity) meets payer-specific requirements. Coordinate with clinical staff, physicians, and funding teams for corrections, additional information, or to overcome insurance pends/denials. Assist in evaluating documentation sufficiency for prior authorizations.
4. Customer Service and Satisfaction: Provide timely updates to clients and caregivers on claim status, order progress, and any delays. Respond to requests professionally and urgently, resolving issues with a focus on overcoming barriers to provision. Remain knowledgeable on NSM’s CRT products, industry developments, and payer guidelines.
5. Coordination & Communication: Work closely with internal teams (e.g., CCS teams, funding teams, CRT and Home Access Management) to open and communicate new work orders, facilitate messages, campaigns, and offerings. Serve as a liaison between manufacturers, clients, families, ATPs (Assistive Technology Professionals), therapists, and physicians. Schedule CRT product evaluations (which may include free assessments), follow-ups, and support documentation gathering and claim processing.
6. Reporting and Collaboration: Keep management informed of activities through timely reports. Collaborate on new initiatives, campaigns, or offerings to support client needs.

Work Environment:

This role operates in a professional office or remote work-from-home environment, adhering to policies for HIPAA confidentiality, KPI goals (e.g., call volume and appointment setting), and productivity. It routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets, fax machines, Microsoft Office (including Excel and Teams), and data entry systems. Extensive travel may be required to new or existing locations as business needs arise, though this is not always applicable.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties, the employee is regularly required to talk or hear, sit, and use hands repetitively to operate standard office equipment. The employee is frequently required to reach with hands and arms. Reasonable accommodations may be made for individuals with disabilities.

Competencies:

• Excellent interpersonal and customer service skills
• Strong communication proficiency (verbal and written, including multi-media)
• Computer and technology proficiency (e.g., Microsoft Office, Excel, Teams, data entry systems)
• Initiative/results-driven approach
• Organizational and time management skills
• Customer/client focus
• Problem-solving and critical thinking
• High level of professionalism, confidentiality, and ability to communicate positively in challenging situations
• Team-oriented with the ability to work independently
• Analytic skills for evaluating documentation and payer guidelines
• Funding or insurance experience a plus

Required Education and Experience:

• Minimum: High School Diploma or G.E.D.; Associate’s Degree (2-year) preferred
• Minimum of 2 years of experience in healthcare, DME (Durable Medical Equipment), insurance medical coding/documentation, or related sales/customer service roles
• Backgrounds such as Physical Therapy Assistants, Certified Occupational Therapy Assistants, or Speech Language Pathologists are highly desired, though not required

Other Duties:

This job description in no way states or implies that these are the only duties to be performed by this employee. They will be required to follow any other instructions and perform any other duties requested by their supervisor. Individuals are expected to maintain a professional work environment at all times, focusing on abilities and leveraging technology to create unique mobility solutions that impact clients’ lives positively.