Patient Support and Intake Specialist

This is a fully remote position, open to applicants in Maine.

📋 Description

• Develop and enhance a standardized onboarding process for patients in Luminate’s oncology programs, covering everything from referral to treatment readiness.

• Reach out to newly referred patients to explain the services provided and complete the intake process.

• Ensure that welcome packs, consent forms, disclosures, and necessary documents are finalized in a timely manner.

• Improve materials aimed at patients, including welcome packs, introductory emails and calls, and brochures.

• Design and implement a home-appointment scheduling strategy, complete with process maps and call scripts.

• Provide appointment reminders and clear updates whenever there are changes in requirements.

• Address scheduling issues proactively to prevent any delays or cancellations.

• Manage a dedicated support line, chat service, email, and other messaging platforms.

• Establish standards for response times, follow-up on voicemails, and after-hours communication protocols.

• Create scripts for scheduling, complaints, and incident calls.

• Maintain records of consents and disclosures, ensuring that treatment does not proceed without complete documentation.

• Develop an escalation process for incidents that involve leadership oversight.

• Create a social support function that includes needs assessments and resources such as transportation, cleaning, and meal services.

• Build and sustain Luminate’s patient-facing communications, support infrastructure, and compliance documentation.

• Ensure patients can easily contact Luminate, understand what to expect from their care, and receive timely and helpful responses.

⛳️ Requirements

• 3–5 years of prior experience in patient support, patient access, care coordination, patient navigation, healthcare scheduling, medical practice administration, healthcare customer service, or a similar patient-facing role.

• Proven experience in direct communication with patients both over the phone and in writing.

• Experience in answering queries, scheduling appointments, and assisting patients throughout their healthcare journey.

• Ability to manage sensitive or challenging patient conversations with empathy, professionalism, and appropriate escalation when needed.

• Strong organizational and process management abilities.

• Capacity to handle multiple patients, appointments, documents, and competing priorities.

• Demonstrated attention to detail in managing patient records, consents, disclosures, and other essential documentation.

• Knowledge of patient privacy regulations and experience with protected health information as per HIPAA or similar healthcare privacy standards.

• Ability to differentiate between non-clinical patient support requests and issues that require escalation to nursing, medical, pharmacy, quality, or compliance leadership.

• Skill in creating clear, patient-friendly written materials, call scripts, process documents, and standard operating procedures.

• Experience with patient scheduling, electronic health records, CRM, case management, or customer support systems.

• Comfort in working within an early-stage environment where patient support processes and systems are still being established.

• Willingness to actively participate in the operation and enhancement of processes.

🏝️ Benefits

• Highly competitive salary and equity package.

• Flexible benefits package.

• Company-provided laptop.

• Headphones.

• Camera.

• Team apparel.

• Flexible working hours.

• Generous vacation policy.