Patient Support and Intake Specialist
RemoteUnited States
Job Summary
Conduct patient onboarding from referral through treatment readiness by contacting new patients, completing intake, and ensuring all consents and documentation are finalized. Build and improve the patient scheduling process by creating process maps, call scripts, and home-appointment workflows to resolve barriers before delays occur. Operate a dedicated support line, chat, email, and messaging channels while setting standards for response times and voicemail follow-up. Develop a social support function including needs assessments for resources like transport, cleaning, and meals. Maintain compliance records and manage escalation processes for incidents involving leadership.
Required Qualifications
- Previous experience in a patient-facing role in healthcare
- 3–5 years' prior experience in patient support, patient access, care coordination, patient navigation, healthcare scheduling, medical practice administration, healthcare customer service, or a related patient-facing role
- Demonstrated experience communicating directly with patients by telephone and in writing, including answering questions, scheduling appointments, and supporting patients through a healthcare service
- Experience managing sensitive or difficult patient conversations with empathy, professionalism, and appropriate escalation
- Strong organizational and process-management skills, with the ability to manage multiple patients, appointments, documents, and competing priorities
- Demonstrated attention to detail when managing patient records, consents, disclosures, or other documentation required before treatment or another healthcare service can proceed
- An understanding of the importance of patient privacy and experience working with protected health information in accordance with HIPAA or similar healthcare privacy requirements
- An ability to distinguish between non-clinical patient-support requests and questions or concerns that must be escalated to nursing, medical, pharmacy, quality, or compliance leadership
- An ability to create clear, patient-friendly written materials, call scripts, process documents, and standard operating procedures
- Experience using patient scheduling, electronic health record, CRM, case-management, or customer-support systems
- Comfort working in an early-stage environment where patient-support processes and systems are still being developed, and a willingness to take a hands-on role in operating and improving those processes
Desired Qualifications
- Experience working with cancer patients or patients living with serious or chronic illnesses
- Experience building or improving a patient-support, patient-access, scheduling, or healthcare contact-center function
- Experience creating team performance metrics and dashboards covering measures such as call response times, scheduling performance, documentation completion, complaints, and patient satisfaction
- Experience working alongside nurses, physicians, social workers, pharmacies, provider practices, or health plans
- Experience using HubSpot, Salesforce, Zendesk, Epic, or another CRM, patient-management, scheduling, or customer-support platform
- A relevant qualification in healthcare administration, social care, psychology, communications, business, or a related discipline
- Fluency in Spanish or another language commonly spoken by the patients Luminate serves
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