Consult Coordinator I in San Francisco, California at Wayward Medical Management Inc

Posted Rate is for Consult Coordinator I. Experienced Consult Coordinators may be eligible for higher rates for II and III position levels.

POSITION SUMMARY
The Consult Coordinator serves as the primary point of contact for prospective patients from initial inquiry through the surgical consultation, guiding them through the intake and pre-consultation stage of gender-affirming surgery. This role reviews new patient inquiries, referrals, and intake submissions to confirm that required paperwork and documentation are complete; schedules consultations; and coordinates with providers, insurance verification, and financial counseling so that patients arrive at their consultation informed and prepared. Once a patient has completed the consultation and is confirmed to proceed with a surgical course, the Consult Coordinator completes a documented handoff to the Surgery Coordinator, who manages the patient through surgery scheduling, surgery, and postoperative follow-up. This is a nonclinical position and does not involve clinical assessment, medical advice, or medical decision-making.
ESSENTIAL FUNCTIONS
• Serve as the primary point of contact for prospective and new patients from initial inquiry through completion of the surgical consultation.
• Respond to new patient inquiries, referrals, and intake submissions received by phone, email, patient portal, or other approved channels within established response timelines.
• Explain the practice’s intake and consultation process, required documentation, general timelines, and what patients can expect before and after their consultation.
• Review intake packets and referral submissions for completeness, confirming receipt of required items such as demographic information, insurance information, identification, intake and consent forms, medical records, and letters of support or referral, as required by practice protocols and payer requirements.
• Identify missing, incomplete, expired, or inconsistent documentation and follow up with patients, referring providers, and outside offices to obtain it within established timelines.
• Route documentation requiring clinical review to the appropriate provider or clinical staff. The Consult Coordinator confirms that documents are present and complete but does not evaluate their clinical content or adequacy.
• Coordinate with insurance verification and financial counseling to confirm that eligibility, benefits, and any consultation-related referral or authorization requirements are addressed before the consultation.
• Schedule, confirm, and reschedule in-person and telehealth consultations, and send appointment details, pre-consultation instructions, and reminders.
• Serve as a liaison between assigned providers and prospective patients during the pre-consultation stage for nonclinical questions, scheduling, and documentation needs.
• Conduct regular check-ins with patients during the pre-consultation period to keep them informed of outstanding requirements and next steps.
• Track each prospective patient’s status from inquiry through consultation, and maintain an accurate, current consult pipeline in the appropriate systems.
• Following the consultation, confirm the provider’s documented outcome and communicate nonclinical next steps to the patient.
• For patients confirmed to proceed with a surgical course, complete a timely, documented handoff to the Surgery Coordinator, including documentation status, any outstanding items, and relevant patient communication preferences.
• For patients who are not proceeding, or who must complete additional requirements before proceeding, communicate next steps as directed by the provider and document the patient’s status accordingly.
• Communicate outstanding requirements, scheduling changes, and next steps clearly and compassionately.
• Escalate complex patient concerns, documentation barriers, or operational issues to the appropriate department or leader.
• Accurately document patient communication, documentation review, status updates, and completed milestones in the appropriate systems.
• Maintain patient confidentiality and comply with HIPAA and practice policies, including when requesting and receiving records from outside providers.
• Provide respectful, compassionate, and gender-affirming support without providing clinical advice, medical education, or medical decision-making.
• Maintain regular and reliable attendance sufficient to meet the position’s operational, patient-service, and team obligations, with or without reasonable accommodation.
• Comply with applicable laws, regulations, accreditation requirements, privacy and security standards, and organizational policies relevant to the position.
• Other duties as assigned.
The essential functions listed are intended to describe the fundamental duties of the position. A qualified individual must be able to perform these functions with or without reasonable accommodation. The organization will engage in a timely, good-faith interactive process when an accommodation is requested or the need for accommodation is known.
MINIMUM REQUIRED QUALIFICATIONS
• Education: High school diploma or equivalent required; equivalent combination of education and directly relevant experience may be considered.
• Experience: Experience in patient intake, patient coordination, healthcare administration, medical records, customer service, scheduling, or a similar patient-facing administrative role.
• Licensure/Certification: No specific license or certification required unless assigned by the organization.
• Knowledge/Skills: Strong written and verbal communication; ability to explain processes and documentation requirements clearly; strong attention to detail when reviewing documents for completeness and accuracy; strong organization and follow-through; ability to manage a high volume of inquiries and competing priorities; accurate documentation; comfort using electronic systems, email, phones, and practice-management tools; ability to maintain confidentiality.
• Other: Ability to provide respectful, compassionate, and gender-affirming support to patients and to comply with HIPAA, privacy, security, and organizational policies.
PREFERRED QUALIFICATIONS
• Experience in new-patient intake, referral coordination, or consultation scheduling in a medical office, surgical practice, or specialty care setting.
• Familiarity with insurance eligibility, referral and authorization requirements, financial counseling, or medical records request workflows.
• Familiarity with documentation commonly required for gender-affirming surgery, such as letters of support aligned with WPATH Standards of Care and payer criteria.
• Experience supporting transgender, nonbinary, or gender-diverse patients in a healthcare or community-service setting.
• Experience using electronic health record, practice-management, CRM, or task-tracking systems.
• Bilingual or multilingual communication skills aligned with patient population needs.
WORK SCHEDULE, LOCATION, AND TRAVEL
• Schedule: Monday–Friday, 7:30 a.m.–4:30 p.m. Pacific, with flexibility as needed to meet patient-service, scheduling, and operational needs. Overtime must be approved in accordance with organizational policy.
• Location: Remote position. Regular availability during business hours is an essential function because the role supports timely response to new patient inquiries and coordination across departments.
• Travel: None or occasional local travel, if assigned for meetings, training, or operational support.