Patient Onboarding Associate - Call Center

About Luna Physical Therapy

Since its inception in 2018, Luna Physical Therapy has revolutionized the physical therapy industry through innovative technology and validated clinical approaches. Operating across 28 states with over 25 partners nationwide, Luna connects patients and therapists on a user-friendly, evidence-driven platform, eliminating obstacles to healthcare access and improving experiences for providers and patients alike. Rooted in strong values, Luna envisions a future where anyone can receive care anywhere and start healing promptly.

Position Overview

Join our enthusiastic team as a Patient Onboarding Associate, serving as the initial contact for new and existing patients. You will be tasked with managing incoming calls and scheduling appointments with our nationwide network of physical therapists. This role demands efficiency, excellent communication, and professionalism to ensure superior customer service and patient experience.

Key Responsibilities

• Provide outstanding customer support in a fast-moving, metric-oriented call center setting.
• Manage patient onboarding processes including registration, appointment scheduling and rescheduling, and facilitating communications with healthcare providers.
• Gather and accurately record patient information such as demographics, medical records, insurance details, and appointment data.
• Handle both inbound and outbound calls and emails, offering empathetic and solution-oriented assistance.
• Use multiple software platforms concurrently to assist patients through data input, screen sharing, and guidance.
• Adjust effectively to evolving workflows, technologies, and organizational priorities.
• Work autonomously in a remote setting while ensuring productivity, responsibility, and adherence to schedules.
• Maintain a distraction-free home office environment with dependable high-speed internet access.
• Achieve expected quality, efficiency, and performance benchmarks.

Candidate Requirements

• At least one year of office administrative experience.
• Strong customer service focus and exceptional interpersonal communication abilities.
• Preferred experience with call/contact centers or other high-call-volume environments for one year or more.
• Proficiency in Google Suite applications.
• Exceptional attention to detail and ability to juggle multiple tasks in a fast-paced environment.
• Minimum of a high school diploma or equivalent qualification.
• Eligibility to work unrestricted in the United States.
• Stable, high-speed internet connection with a backup option to guarantee uninterrupted remote work.
• Candidates must reside in approved U.S. states due to payroll and tax regulations, including AR, KY, MS, SC, Norfolk VA, Virginia Beach VA, WV, AL, FL, GA, ID, MI, MO, IN, NJ, OH, TX (excluding Houston), TN, and WI.
• Applicants living outside a 50-mile radius from the Nashville office qualify for fully remote work.

Additional Information

This role involves prolonged periods of computer work, including use of multiple monitors, navigating numerous software tools, data entry, and virtual meetings. Accommodations can be made as needed to perform essential functions.

We utilize artificial intelligence tools in parts of our recruitment process to support application reviews and assessments. These assist recruitment staff but do not replace human decision-making. For inquiries about data processing, please reach out.

Working Conditions and Benefits

• Consistent, fixed part-time schedules with multiple shift options for stability and work-life balance.
• A stimulating, collaborative work culture within a rapidly expanding and innovative organization.
• Opportunities for professional growth.
• Hybrid and remote work possibilities.
• Employee referral incentives.
• Medical, dental, and vision insurance starting the first of the month after employment commencement.
• 401(k) retirement plan options.

Shift Availability

• Full-Time Shift: Monday to Friday from 8:00 AM to 4:30 PM PT / 10:00 AM to 6:30 PM CT / 11:00 AM to 7:30 PM ET.

Accolades

• Ranked #3 Best Employer in Healthcare by Forbes in 2025.
• #1 Leading Company in Musculoskeletal Care by Forbes in 2025.
• Listed among the World's Most Innovative Healthcare Companies by Fast Company in 2024.
• Earned Exceptional Performance Designation from Medicare/CMS MIPS for 2022, 2023, and 2024.
• Recipient of the Gold Indigo Design Award for outstanding mobile app design excellence in 2020.