Referral and Scheduling Coordinator at Architech Sports and Physical Therapy – Charlotte, North Carolina

Position Type: Full-Time, Hourly (Non-Exempt)
Reports To: Intake & Scheduling Supervisor

Location Type: In Person at Waverly clinic location

Architech Sports & Physical Therapy specializes in Athletic Performance Therapy, helping athletes of all levels recover, prevent future injuries, and achieve peak performance. The Referral and Scheduling Coordinator plays a critical role in managing incoming patient referrals and coordinating scheduling across 15 physical therapy locations in North and South Carolina.

Operating in a fast-paced and highly responsive environment, this role is phone-based and patient-facing, requiring strong multitasking skills, comfort with high call volume, and exceptional attention to detail. The Referral and Scheduling Coordinator ensures that referrals are processed efficiently, appointments are scheduled promptly, and communication between patients, providers, and clinic teams is seamless. This position contributes significantly to clinic flow, patient access, and the overall patient experience.

KEY RESPONSIBILITIES

Referral Management

• Receive and process patient referrals from multiple sources, including the website, referring providers, fax, and internal channels.
• Review referral documentation for accuracy and completeness, obtaining missing information as needed.
• Track, document, and maintain referral sources to support clinic reporting and outreach initiatives.
• Follow up promptly with patients to schedule initial appointments.

Patient Scheduling & Coordination

• Serve as the primary contact for patients over the phone, providing professional, friendly, and timely assistance.
• Schedule appointments across 15 clinic locations while optimizing availability, therapist schedules, and patient needs.
• Monitor and adjust daily schedules to resolve conflicts, bottlenecks, or access issues.
• Communicate with Clinic Directors about scheduling gaps, challenges, or barriers to patient access.
• Proactively problem-solve to prioritize getting patients in quickly and efficiently.

Data Accuracy & Administrative Support

• Enter and maintain accurate patient information in WebPT (EMR) and associated systems.
• Ensure all demographic, referral, insurance, and documentation fields meet internal standards for completeness.
• Utilize RingCentral to manage inbound and outbound calls, voicemails, and follow-ups.
• Maintain organized records while ensuring HIPAA and patient confidentiality compliance.

Cross-Functional Collaboration

• Coordinate closely with Intake, Billing, and Clinic Operations teams to support smooth patient onboarding.
• Relay scheduling changes or issues to clinical staff and leadership.
• Contribute ideas and feedback to improve scheduling workflows and patient responsiveness.

Compliance & Accuracy

• Ensure adherence to federal, state, and HIPAA guidelines and payer-specific rules.
• Maintain up-to-date knowledge of CPT, ICD-10, and billing regulations and educate the team on changes as needed.
• Implement internal controls and audits to ensure accuracy and reduce rework.

SKILLS / KNOWLEDGE / ABILITIES

• High attention to detail with strong commitment to accurate data entry and documentation.
• Excellent multitasking and organizational abilities in a fast-paced environment.
• Strong communication and customer service skills, especially over the phone.
• Ability to problem-solve scheduling challenges and adapt quickly to changing needs.
• Proficiency with EMR systems; experience with WebPT strongly preferred.
• Experience with RingCentral or similar phone systems is a plus.
• Comfortable meeting expectations for timely responsiveness and follow-up.

EDUCATION, EXPERIENCE & CERTIFICATIONS

• Minimum 2+ years of experience in medical office intake, scheduling, or healthcare administrative support.
• Familiarity with medical terminology, HIPAA requirements, and patient-facing communication.
• Prior experience managing referrals or multi-location scheduling preferred.

Mon-Fri from 8am to 5pm with 1 hour lunch