Practice Specialist (Remote)

Practice SpecialistLocation: Remote (North Carolina-based)Department: Healthcare OperationsReports To: COOSchedule: Full-timeAbout Ladder HealthLadder 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 RoleWe 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 DoReferral IntakeAccurately enter incoming patient referrals into internal systems and electronic health records in accordance with established workflows and timelinesReview referral documentation for completeness and follow up with providers or internal teams to obtain missing informationEnsure referrals meet eligibility and intake criteria, flagging any discrepancies or issues for resolutionMaintain organized and up-to-date records of referral activityPatient Outreach & SupportServe as a primary point of contact for patients and families, providing timely and empathetic communication via phone, email, text, or secure messagingAssist with scheduling, onboarding, and general inquiries related to care servicesGuide families through next steps in the care journey, ensuring clarity and a positive experienceDocument all patient interactions accurately within the EHRBenefit VerificationConfirm patient insurance eligibility and benefits using EHR, clearinghouses, and payer portals as neededClearly document coverage details, including copays, deductibles, and visit limitsCommunicate benefit information to patients in a clear and supportive mannerIdentify potential coverage issues and escalate as neededPrior Authorization SupportIdentify when prior authorization is required based on payer guidelines and servicesPrepare and submit prior authorization requests using payer-specific workflows (portals, fax, etc.)Track authorization status, follow up on pending requests, and support resolution of denialsMaintain accurate documentation of all authorization activityPatient CollectionsSupport patient billing and collections processes, including communicating financial responsibility and collecting payments when appropriateAssist with resolving patient billing inquiries in a timely and professional mannerEnsure a transparent, compassionate approach to financial interactions with familiesCollaborate with the revenue cycle team to improve collection workflows and reduce outstanding balancesPolicy / Job Aide DocumentationDevelop, document, and maintain standard operating procedures (SOPs) and job aides for core workflowsContinuously update documentation to reflect process improvements and system changesIdentify opportunities to standardize and streamline workflows across the practiceWho You Are2+ 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 workflowsBilingual (English/Spanish)Experience working with therapy or pediatric outpatient services (PT/OT/SLP) or similar specialties (preferred)Strong organizational skills and attention to detailExcellent written, verbal, and customer communication skills, with a patient-first mindsetComfortable working independently in a remote, fast-paced environmentProficiency with EHR/EMR systems and payer portalsPassionate about improving access to care for children and familiesNice to HavesExperience in a virtual care environmentExperience with workflow optimization, automation tools, or applying AI to administrative processesCompensation & BenefitsCompetitive salary based on experienceEquity packageFlexible, remote-first work environmentOpportunity to grow within a high-growth companyMission-driven team focused on improving pediatric developmental care