Care Coordinator I

MTI America

We’ve been helping people get back to work and life since 1992

Job Title: Care Coordinator I

Salary Range: $ 18-21

Department : Physical Medicine

Reports To : Operations Manager

Location : Remote

Job Type : Full-Time

FLSA Status : Non-Exempt

Remote: TX, OH,GA, SC, NC, AL, TN, PA, NJ, MO, VA, IN, AZ, FL, NH, NV, KS, WI

Hybrid and on-site work in Pompano Beach Florida

Position may be remote, hybrid, or on-site based on business needs and position assignment

Position Summary

As a Care Coordinator I – Physical Medicine at MTI America, you will provide high-quality, “white glove” customer service to injured workers, clients, providers, and vendor partners throughout the referral and service-delivery process.

The Care Coordinator is responsible for processing referrals, coordinating medical products and services, communicating referral status and updates, obtaining required information and authorizations, maintaining accurate documentation, and supporting timely service delivery. This role requires strong attention to detail, sound judgment, empathy, and the ability to manage multiple priorities, communication channels, and systems in a fast-paced healthcare environment.

✅ Key Responsibilities

• Serve as a primary point of contact for referrals, inquiries, and service requests from injured workers, clients, providers, claims adjusters, nurse case managers, and vendor partners.
• Process and coordinate referrals for medical products and services in accordance with established workflows, client requirements, state regulations, and applicable workers’ compensation guidelines.
• Contact injured workers regarding new and existing referrals to confirm demographic information, scheduling needs, referral details, and other required information.
• Provide timely updates regarding referral status and the delivery of medical products and services.
• Coordinate scheduling, authorizations, service delivery, and follow-up activities based on detailed referral specifications and established processes.
• Identify and procure appropriate vendor partners based on the products or services requested and applicable network requirements.
• Obtain and communicate quotes to clients as needed and follow up to secure required written authorization for medically necessary products or services.
• Communicate with vendor partners, claims adjusters, nurse case managers, providers, and other stakeholders regarding new and existing referrals.
• Confirm required and relevant billing information is complete and aligned with established workflow and billing processes.
• Accurately enter verbal and written claim and referral information into company systems in accordance with internal and external customer requirements.
• Maintain complete, concise, accurate, and professional case notes and documentation throughout the referral lifecycle.
• Review documentation for accuracy and completeness prior to submission, billing, or referral closure.
• Provide excellent customer service and demonstrate empathy when assisting injured workers, clients, providers, and other callers.
• Work toward first-contact resolution whenever possible and appropriately escalate issues requiring additional support.
• Manage multiple priorities, systems, and communication channels simultaneously while meeting established deadlines and service expectations.
• Meet or exceed established departmental performance and quality competencies.
• Collaborate effectively with internal teams and external partners to resolve service issues and support positive outcomes.
• Perform other duties as assigned based on business needs.

Required Qualifications

• High school diploma or equivalent.
• Minimum of two (2) years of experience in healthcare network scheduling, patient care scheduling, medical service coordination, or a related healthcare environment; an equivalent combination of education and relevant experience may be considered.
• Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong verbal and written communication skills.
• Strong attention to detail and ability to maintain accurate documentation.
• Sound judgment, critical-thinking, and problem-solving abilities.
• Ability to work across multiple communication channels and systems simultaneously.
• Proficiency with Microsoft Office and database or case-management systems.

Preferred Qualifications

• Experience in workers’ compensation, managed care, claims management, or medical coordination.
• Knowledge of medical terminology and healthcare processes.
• Understanding of claims management and authorization processes.
• Experience coordinating medical products, services, or durable medical equipment.
• Bilingual English/Spanish.
• Associate degree or higher.

Skills Descriptions

Builds rapport with injured workers, clients, providers, and vendor partners while delivering responsive, empathetic, and professional service.

Clearly communicates information verbally and in writing, listens attentively, and appropriately adapts communication to the needs of different stakeholders.

Effectively manages referrals from receipt through service delivery and closure, ensuring required scheduling, authorizations, documentation, and follow-up activities are completed.

Accurately enters, tracks, and maintains sensitive claim, referral, and patient information within company systems.

Identifies issues, evaluates available information and options, exercises sound judgment, and appropriately resolves or escalates concerns.

Ensures case notes, referral information, billing information, documentation, and communications are complete, consistent, and accurate.

Effectively works across multiple systems and communication channels while adapting to changing priorities and service needs.

Work Environment & Physical Requirements

• Position may be remote, hybrid, or on-site based on business needs and position assignment.
• Ability to work at a computer workstation for extended periods.
• Ability to work effectively in a virtual environment when assigned remotely.
• Reliable attendance and availability during the assigned work schedule are essential.

Compensation & Benefits

• MTI America has been helping people get back to work and life since 1992. We offer a stable and consistent work environment, whether working in-office or virtually, along with:
  • A comprehensive training program designed to support employee and customer success.
  • Dedicated support from managers and mentors.
  • Career development and promotional opportunities.
  • Health, dental, and vision insurance.
  • 401(k) with company match.
  • Paid time off and holidays.

Diversity, Equity & Inclusion Statement MTI America is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.