Practice Specialist - Bilingual English/Spanish

Practice Specialist
Location: Remote (North Carolina-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