Practice Specialist
Location: Remote (Massachusetts-based)
Department: Healthcare Operations
Reports To: COO
Schedule: Full-time
Spanish fluency required
About Ladder Health
Ladder Health is reimagining early childhood developmental care by delivering proactive, holistic, and family-centered support for children with or at risk of developmental delays. Built in collaboration with Boston Children's Hospital, our virtual-first care model brings together expert clinicians (PT, OT, and SLP), thoughtful technology, and a powerful belief: that every child deserves the chance to thrive.
We partner with pediatricians, health systems, and payers to close access gaps and offer personalized care for families across the developmental spectrum—meeting them wherever they are, whenever they need us.
About the Role
We are seeking a detail-oriented and compassionate Practice Specialist to support the day-to-day operations of our virtual clinic. This role is critical to ensuring a smooth, efficient, and family-centered experience across the patient journey—from referral intake through billing support.
As a key member of the Healthcare Operations team, you will work closely with clinical staff, revenue cycle, and leadership to execute core workflows, improve operational efficiency, and support families navigating care. You will play a hands-on role in managing administrative processes while helping to build and refine scalable systems as the company grows.
This is an ideal opportunity for someone who thrives in a fast-paced, startup environment and enjoys balancing operational precision with empathetic patient interaction.
What You'll Do
Referral Intake
- Accurately enter incoming patient referrals into internal systems and electronic health records in accordance with established workflows and timelines
- Review referral documentation for completeness and follow up with providers or internal teams to obtain missing information
- Ensure referrals meet eligibility and intake criteria, flagging any discrepancies or issues for resolution
- Maintain organized and up-to-date records of referral activity
Patient Outreach & Support
- Serve as a primary point of contact for patients and families, providing timely and empathetic communication via phone, email, text, or secure messaging
- Assist with scheduling, onboarding, and general inquiries related to care services
- Guide families through next steps in the care journey, ensuring clarity and a positive experience
- Document all patient interactions accurately within the EHR
Benefit Verification
- Confirm patient insurance eligibility and benefits using EHR, clearinghouses, and payer portals as needed
- Clearly document coverage details, including copays, deductibles, and visit limits
- Communicate benefit information to patients in a clear and supportive manner
- Identify potential coverage issues and escalate as needed
Prior Authorization Support
- Identify when prior authorization is required based on payer guidelines and services
- Prepare and submit prior authorization requests using payer-specific workflows (portals, fax, etc.)
- Track authorization status, follow up on pending requests, and support resolution of denials
- Maintain accurate documentation of all authorization activity
Patient Collections
- Support patient billing and collections processes, including communicating financial responsibility and collecting payments when appropriate
- Assist with resolving patient billing inquiries in a timely and professional manner
- Ensure a transparent, compassionate approach to financial interactions with families
- Collaborate with the revenue cycle team to improve collection workflows and reduce outstanding balances
Policy / Job Aide Documentation
- Develop, document, and maintain standard operating procedures (SOPs) and job aides for core workflows
- Continuously update documentation to reflect process improvements and system changes
- Identify opportunities to standardize and streamline workflows across the practice
Who You Are
- 2+ years of experience in a medical front office, referral coordination, billing, or healthcare operations role (required)
- Familiarity with insurance verification, prior authorizations, and patient-facing administrative workflows
- Bilingual (English/Spanish)
- Experience working with therapy or pediatric outpatient services (PT/OT/SLP) or similar specialties (preferred)
- Strong organizational skills and attention to detail
- Excellent written, verbal, and customer communication skills, with a patient-first mindset
- Comfortable working independently in a remote, fast-paced environment
- Proficiency with EHR/EMR systems and payer portals
- Passionate about improving access to care for children and families
Nice to Haves
- Experience in a virtual care environment
- Experience with workflow optimization, automation tools, or applying AI to administrative processes
Compensation & Benefits
- Competitive salary based on experience
- Equity package
- Flexible, remote-first work environment
- Opportunity to grow within a high-growth company
- Mission-driven team focused on improving pediatric developmental care