Luna Physical Therapy

Call Center Representative

• Manage the registration, scheduling, and rescheduling processes for new and existing patients.
• Ensure accurate record management by obtaining and communicating relevant patient information, such as identification, patient history, insurance details, missed appointment policy, therapist arrival instructions, and intake forms.
• Receive, screen, and coordinate telephone calls from healthcare providers.
• Proactively make outbound calls and send emails to patient leads.

Patient Onboarding Associate – Call Center

Therapist

• Independently manage end-to-end credentialing tasks for assigned therapists, including document review, primary source verification, and application readiness.
• Ensure credentialing files meet internal policy standards and external payer, partner, and regulatory requirements.
• Maintain accurate and timely updates in HubSpot and related credentialing systems, including CAQH and CMS related workflows.
• Communicate directly with therapists to request missing information, clarify discrepancies, and provide status updates in a professional and supportive manner.
• Identify inconsistencies, errors, or gaps in credentialing documentation and proactively resolve or escalate them.
• Collaborate with Enrollment, QA, Therapist Success, and other cross-functional partners to support timely onboarding and issue resolution.
• Participate in cross-functional or department-level projects by providing input, updates, and incorporating feedback throughout the project lifecycle.
• Adapt to changes in tools, workflows, policies, and regulatory requirements while maintaining productivity and accuracy.
• Contribute to audits, quality reviews, and process improvements by applying feedback and adjusting workflows as needed.
• Support onboarding or knowledge sharing for Credentialing Associate I team members through informal guidance and collaboration.

Patient Onboarding Associate – Call Center

Therapist Credentialing Associate II