Our mission is to provide the best outpatient physical therapy, occupational therapy and speech therapy. We want our patients to enjoy therapy and experience clear improvements in their health. Our clinics receive the highest levels of patient satisfaction and our patients receive the best objectively measurable outcomes. Our strategy, based on excellent quality and patient satisfaction, is gaining momentum. Since opening our first clinic in 2001, we have grown across Michigan and into Illinois, Indiana, Wisconsin, and Georgia. We continue to open additional clinics in order to make physical, occupational and speech therapy even more accessible to our patients, their friends and their families.
Team Rehab believes that employing the best people will provide the best therapy and service to our patients. Because of this, Team Rehab offers:
The Common Standards all Team Rehabilitation Employees are held to include:
Position Summary
The Patient Access and Case Coordination Manager is responsible for leading, developing, and optimizing the performance of teams handling referrals, intake, and case management. This role oversees individuals responsible for home visit coordination, legal intake through billing, medical records, workers’ compensation authorizations, and other related intake activities. The manager will ensure exceptional customer service, build strong referral source relationships, and implement strategies to scale operations without increasing costs. This position requires a strategic thinker with proven leadership skills and a passion for process improvement, collaboration, and staff development.
Key Responsibilities
Leadership & Oversight
Manage and support staff handling intake, referral coordination, legal case resolution, medical billing follow-up, and workers’ compensation authorizations.
Oversee team performance, ensuring quality, timeliness, and compliance with internal standards and external regulations (HIPAA, state requirements, etc.).
Conduct regular team meetings, performance reviews, and professional development initiatives.
Strategic & Operational Excellence
Develop and execute scalable intake processes that increase efficiency while controlling costs.
Identify and implement process improvements, automation opportunities, and workflow optimizations.
Establish and monitor key performance indicators (KPIs) to track department success and proactively address trends.
Customer Service & Relationship Management
Serve as a primary point of escalation for referral sources, patients, attorneys, and internal partners.
Build and maintain strong relationships with referral networks, including attorneys, medical providers, employers, and insurance contacts.
Foster a customer-first culture that consistently delivers timely, professional, and courteous service.
Collaboration & Cross-Functional Coordination
Partner with other department leaders to align processes, share resources, and achieve organization-wide goals.
Ensure effective communication across teams to maintain accurate case statuses and smooth transitions between operational stages.
Staff Development & Accountability
Coach, mentor, and guide team leads and individual contributors to reach peak performance.
Support recruitment, onboarding, and ongoing training for department staff.
Apply progressive discipline and performance management when necessary.
Required Qualifications
Degree in business, healthcare administration, or related field (preferred).
5+ years of supervisory or management experience in intake coordination, case management, or related healthcare operations.
Proven track record of strategic planning, scaling operations, and process optimization without increasing costs.
Strong leadership, interpersonal, and communication skills.
Exceptional customer service orientation and relationship-building abilities.
Proficiency in data analysis, KPI tracking, and workflow management systems.
Knowledge of HIPAA compliance and medical/legal documentation standards.
Must be committed to Team’s initiative of making DEI a priority - bringing a sense of belonging and empowerment within a diverse workforce
Preferred Qualifications
Experience in healthcare, worker’s compensation or legal role is an advantage.
Proficiency in using computer systems, electronic health records, and other software applications.
Core Competencies
Strategic Thinking & Problem-Solving
Process Improvement & Operational Efficiency
Customer Focus & Relationship Management
Collaboration & Teamwork
Coaching & Staff Development
Analytical & Data-Driven Decision Making
Work Environment:
Primary remote/ hybrid; Team Rehab reserves the right to bring employees back into the office for any reason and at any time
Must have a dedicated workspace that is quiet and free from distractions for optimal productivity
Prolonged periods of sitting at a desk and working on a computer
Occasional need to make and receive phone calls to payers, patients or staff
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