New Patient Coordinator

New Patient Coordinator

Location: Alpharetta, GA (with coverage across Alpharetta, Sandy Springs, and College Park locations as needed) Reports To: Practice Manager / Director of Operations

The New Patient Coordinator serves as the first point of contact for prospective patients referred to Axion Spine & Neurosurgery, ensuring a seamless, high-touch intake experience from initial referral through first appointment. This role is critical to converting referrals into scheduled visits, maintaining strong relationships with referring providers, and setting the tone for the patient's overall experience with the practice.

Key Responsibilities

• Field new patient referrals via phone, fax, EHR referral queue, and online requests; respond promptly (same business day) to all inquiries
• Verify insurance eligibility and benefits prior to scheduling; flag authorization or network issues to the appropriate team
• Collect and enter accurate patient demographic, insurance, and clinical history information into the EHR
• Coordinate with referring physician offices to obtain necessary records, imaging, and clinical notes ahead of the visit
• Schedule new patient appointments with the appropriate provider and location based on clinical need, insurance, and availability
• Communicate clearly with patients regarding what to expect, required documents, and financial responsibility
• Track referral-to-appointment conversion and follow up on unscheduled referrals
• Partner with the referral development and marketing team to relay feedback from referring offices
• Maintain accurate records of referral sources for reporting and relationship management
• Uphold HIPAA compliance and professionalism in all patient and provider interactions

Qualifications

• High school diploma required; associate degree or medical office certification preferred
• 13 years of experience in a medical office, call center, or patient access role (spine, ortho, or neuro experience a plus)
• Working knowledge of insurance verification, authorizations, and medical terminology
• Experience with EHR/practice management systems
• Excellent phone etiquette, written communication, and organizational skills Ability to manage a high volume of inbound referrals with accuracy and urgency
• Bilingual (Spanish) a plus