Intake Specialist

The Intake Specialist serves as the bridge between attorneys, medical providers, and patients, ensuring that scheduling, follow-ups, and case updates are handled efficiently and professionally.

This position requires exceptional organization, communication, and multitasking abilities. The Intake Specialist will be responsible for managing telemedicine appointments, tracking prescriptions, documenting case details, and providing high-quality service to partners and patients.

Key Responsibilities

Scheduling & Coordination

• Schedule and coordinate telemedicine consultations for personal injury patients.
• Confirm appointments and follow up to ensure attendance and compliance.
• Manage pharmacy prescription scheduling and delivery coordination.
• Address scheduling conflicts promptly and professionally.

Communication Management

• Handle inbound and outbound calls with attorneys, medical providers, and patients.
• Provide updates regarding case statuses and appointment confirmations.
• Assist attorneys and providers with referral coordination and appointment tracking.
• Maintain clear and consistent communication to ensure seamless case flow.

Documentation & Reporting

• Record all case details, updates, and communications in the company CRM system.
• Ensure accuracy and compliance across all documentation.
• Generate daily or weekly reports to track case progress and operational efficiency.

Client Support & Problem Resolution

• Serve as the primary point of contact for patient and partner inquiries.
• Resolve scheduling issues quickly while maintaining professionalism and empathy.
• Support workflow improvements designed to enhance the patient and provider experience.

Qualifications

• Minimum of 2 years of experience in customer service, scheduling, or case management.
• Background in healthcare, legal services, or the personal injury industry preferred.
• Excellent verbal and written communication skills in English.
• Proficiency with CRM and scheduling systems.
• High degree of organization, accuracy, and accountability.
• Ability to multitask effectively.
• Ability to adapt and perform in a fast-paced remote environment.

Software & Tools

The Intake Specialist should be comfortable working with:

• CRM and Case Management Systems, such as Salesforce, Clio, or similar platforms.
• Telemedicine platforms and scheduling software.
• Google Workspace.
• Microsoft Office Suite.
• Zoom.
• Slack.
• Microsoft Teams.
• Google Drive.
• Dropbox.

Work Schedule

This position is being opened with two possible schedule options. The final schedule will be determined based on business needs.

Schedule Option 1

• Tuesday – Friday: 11:00 AM – 8:00 PM
• Saturday: 8:00 AM – 5:00 PM

Schedule Option 2

• Monday – Friday: 11:00 AM – 8:00 PM

Performance Expectations

Performance will be evaluated based on:

• Scheduling accuracy and timeliness of appointment coordination.
• Client and patient satisfaction, including feedback and follow-up responsiveness.
• Documentation quality and compliance with company standards.
• Response time to inquiries.
• Effectiveness and timeliness of issue resolution.
• Operational efficiency, including the number of successfully completed appointments.

Key Performance Indicators (KPIs)

• Appointment Confirmation & Attendance: Maintain a 95%+ appointment confirmation and attendance rate.
• CRM Documentation Accuracy: Maintain 100% accurate case documentation in the CRM.
• Response Time: Maintain an average response time of under 24 hours for client and patient inquiries.
• Missed Appointments: Consistently work toward reducing missed or rescheduled appointments.
• Partner Satisfaction: Maintain consistent positive feedback from attorneys and medical providers.

90-Day Onboarding Plan

Phase 1: Orientation & System Training – Weeks 1–3

• Introduction to the organization's processes, platforms, and team structure.
• Review standard communication procedures.
• Review scheduling and appointment-management procedures.
• Complete hands-on training with the CRM system.
• Complete training on telemedicine software and related platforms.

Phase 2: Operational Integration – Weeks 4–8

• Begin managing a limited set of appointments and follow-ups.
• Participate in weekly check-ins to review performance and identify areas for improvement.
• Assist with data entry and case documentation.
• Begin independently handling client and patient communications.
• Assist with operational report generation.

Phase 3: Full Integration – Weeks 9–12

• Take full ownership of scheduling and appointment coordination.
• Independently manage assigned client and patient communications.
• Operate with full accountability for assigned responsibilities.
• Achieve established KPIs for accuracy, timeliness, and client satisfaction.
• Provide feedback and recommendations for potential workflow improvements.

Work Environment

• Fully remote position.
• Professional and quiet home workspace.
• Reliable high-speed internet connection.
• Consistent availability throughout established working hours.
• Ability to securely manage confidential patient and case information.
• Use of secure company systems for documentation, scheduling, and communication.

About the Company

Our client is a rapidly growing provider of ancillary care services for the personal injury industry, specializing in pharmacy prescriptions and telemedicine consultations.

The organization partners with attorneys, medical providers, and case referral services to help ensure patients receive timely treatment and appropriate follow-up care.

The company is committed to operational excellence through effective coordination, communication, and service, strengthening every stage of the patient care process.

Final Notes

This position plays an important role in ensuring efficient coordination between patients, attorneys, medical providers, and internal teams.

Success in this role means:

• Accurate and timely appointment scheduling.
• Consistent patient follow-up.
• Clear communication with attorneys and medical providers.
• Accurate and complete CRM documentation.
• Timely resolution of scheduling issues.
• High appointment confirmation and attendance rates.
• Strong client, partner, and patient service.
• Reliable execution of responsibilities in a fast-paced remote environment.