Patient Intake Call Center Specialist

Medically Modern; New York (NY); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Competitive compensation

On-site NYC office (500 7th Avenue)

Hybrid option after training

Job summary

Medically Modern is seeking a compassionate patient engagement specialist to welcome new patients, guide them through onboarding, and support ongoing care via phone and text from our New York City office.

You will handle inbound and outbound communications, document interactions in our CRM/EHR, and coordinate with clinical and billing teams while maintaining HIPAA confidentiality. The role begins on-site with a potential hybrid arrangement after training.

Qualifications

• 3+ years in customer service, call center, patient intake, or subscription-support role.
• Healthcare experience preferred across telehealth, clinical offices, hospitals, pharmacies, or medical billing.
• Experience with voice and text-based support.
• English language skills strong; bilingual a plus.
• Able to handle sensitive personal and health information discretely.
• On-site availability at NYC office (500 7th Avenue).
• Familiarity with CRM, EHR, or subscription platforms.

Responsibilities

• Welcome and onboard new patients by phone and text, guiding first steps and setting a positive tone.
• Handle inbound calls and texts with care and a calm presence.
• Make outbound follow-ups, check-ins, and reminders to subscribers.
• Conduct intake conversations gathering health history, insurance details, and personal information.
• Support subscribers with plan changes, billing questions, renewals, pauses, and upgrades.
• Communicate professionally with physicians and clinical staff as needed.
• Adapt tone by medium—warm on calls, clear on text, professional with providers.
• Document all interactions clearly in the patient management system.
• Coordinate across teams to resolve issues and ensure patients feel cared for.
• Maintain HIPAA-compliant confidentiality.

Skills

Empathy

Communication

Teamwork

Detail-oriented

Adaptable

Education

High school diploma or equivalent

Tools

CRM

EHR

Subscription management platforms

Job description

About the role

At Medically Modern, every interaction matters. We’re often the first voice — or text — a new patient encounters, guiding them through onboarding, walking them through intake, and supporting them as their care evolves over time. Whether someone is starting their journey with us, updating their subscription, or just trying to understand what comes next, we want them to come away feeling cared for, informed, and at ease.

What you’ll do

• Welcome and onboard new patients by phone and text — guide them through their first steps with Medically Modern, answer early questions, and set the tone for a positive ongoing relationship
• Handle inbound calls and texts from patients with care, presence, and a calm tone
• Make outbound calls and send texts for follow-ups, check‑ins, intake completion, subscription reminders, and proactive outreach
• Conduct intake conversations with accuracy and empathy — gathering health history, insurance details, and personal information while making patients feel comfortable sharing
• Support active subscribers with plan changes, billing questions, renewals, pauses, cancellations, and upgrades — always leading with care, never pressure
• Communicate professionally with physicians and clinical staff on a smaller but important subset of calls and messages — relaying patient updates, coordinating care, and helping things move quickly
• Adjust your tone for the medium — warm and conversational on the phone, clear and friendly over text, and crisp and professional with providers
• Document every interaction clearly and accurately in our patient management system
• Coordinate across teams (clinical, billing, operations) to resolve concerns and follow up so patients never feel forgotten
• Maintain strict confidentiality in line with HIPAA and Medically Modern’s privacy standards

Who you are

• Deeply empathetic — you genuinely care about how people feel, not just what they need
• Patient-care driven — you understand that behind every call is a real person managing their health, and you treat that with the seriousness it deserves
• Healthcare-minded — you understand how patients, providers, and insurance fit together, and you’re energized (not intimidated) by the clinical world
• Agile and adaptable — you stay calm and effective when priorities shift, processes evolve, or a day doesn’t go as planned, which is exactly how a growing company moves
• A natural communicator with a warm, reassuring phone presence and a clear, friendly writing style for texts
• A strong team player — you collaborate openly across clinical, billing, and operations, share what you’re seeing, and lift the people around you
• Patient and emotionally steady, especially when patients are anxious, confused, or frustrated
• Comfortable code-switching between caring patient conversations and efficient, professional exchanges with doctors
• A careful listener who reads between the lines and asks thoughtful follow‑up questions
• Detail-oriented and organized — you take accurate intake notes and stay on top of subscription details
• Tech-savvy and comfortable juggling phone systems, texting platforms, and CRMs
• Genuinely motivated by helping people feel heard, welcomed, and supported

Qualifications

• 3+ years in a customer service, call center, patient intake, or subscription‑support role
• Healthcare experience strongly preferred — telehealth, clinical office, hospital, pharmacy, or medical billing backgrounds all welcome
• Insurance experience (verification, eligibility, claims, or prior authorizations) is a significant plus
• Experience with both voice and text‑based customer support
• Excellent verbal and written communication skills in English (bilingual a strong plus)
• Comfort handling sensitive personal and health information with discretion
• Able to reliably commute to and work on‑site at our New York City office (500 7th Avenue)
• Familiarity with CRM, EHR, or subscription management platforms preferred
• High school diploma or equivalent required

What we offer

• Competitive salary, commensurate with experience
• Full‑time, in‑person role at our New York City office (500 7th Avenue), with the potential to move to a hybrid schedule once you’re fully trained and up to speed
• Benefits that can be earned over time as you grow with us
• A chance to shape the patient experience at a fast‑growing healthcare company where your voice is the first one patients hear
• Meaningful work helping real people navigate their care with dignity and ease