Intake Coordinator (Bilingual)

About the role

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. The 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.

Responsibilities

• Referral Intake and Documentation Readiness: Receive and process referrals following the Member Engagement handoff; monitor referral inboxes, secure messages, and incoming fax queues throughout the business day.
• Review referrals for required demographic, contact, insurance, clinical, provider, and scheduling information; obtain missing or inconsistent information from referral sources, health plans, providers, or internal teams.
• Enter and maintain accurate referral and member information in BOP and other designated systems, including notes, status updates, task ownership, and disposition reasons.
• Confirm insurance and payor information, complete or coordinate eligibility verification, and identify authorization, referral, and documentation requirements under the applicable payor workflow.
• Ensure 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 status.
• Referral Tracking and Conversion Support: Track each referral from receipt through completed admission or final disposition, maintaining visibility into outstanding records, eligibility, authorizations, clinical review, and scheduling confirmation.
• Identify barriers to completing the initial visit and coordinate timely follow-up for canceled, unsuccessful, delayed, or otherwise unresolved referrals.
• Partner with Member Engagement, Patient Care Coordinators, and Regional Clinical Operations to support member re-engagement when the initial visit does not occur.
• Document reasons for non-conversion, including member choice, inability to reach, hospitalization, skilled nursing facility stay, incomplete information, eligibility, or service-area limitations.
• Monitor referral aging, prioritize referrals approaching payor or internal access standards, and ensure pending referrals have a clear next action and accountable owner.
• Communication and Cross Functional Coordination: Route referrals to the correct regional team and track each handoff through completion; communicate status, barriers, missing requirements, and next steps to internal and external partners.
• Communicate clearly and professionally with members and caregivers in English and Spanish.
• Escalate unclear wound information, clinical appropriateness questions, safety concerns, and service eligibility questions to the appropriate clinical or medical leader without making independent clinical decisions.
• Provide 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 leader.
• Identify intake process gaps and support consistent workflows that reduce avoidable referral loss and delays in admission.

Requirements

Required qualifications:

• High school diploma or equivalent.
• At least two years of experience in healthcare referral intake, patient access, eligibility verification, medical scheduling, care coordination, medical office administration, or a related healthcare setting.
• Experience managing referral documents, inboxes, faxes, task queues, and follow-up workflows and working with patients, providers, health plans, and clinical teams.
• Bilingual fluency in English and Spanish, including the ability to communicate verbally with members and caregivers in both languages.
• Strong written