Patient Support and Intake Specialist

Proclinical Group; Boston (MA); On-site; USD 80,000 - 85,000; Full time

Job summary

Proclinical is seeking a Patient Support and Intake Specialist to enhance the non-clinical patient experience for oncology care. This permanent remote US role focuses on onboarding, scheduling, and ongoing support to ensure timely, compassionate assistance for patients.

You will develop onboarding workflows, handle intake with documentation, maintain accurate patient records, and collaborate with care teams while upholding HIPAA and privacy standards, driving service quality.

Qualifications

• Experience in patient support, care coordination, scheduling in healthcare.
• Strong written and verbal communication with empathetic patient interactions.
• Experience handling sensitive patient conversations and escalations.
• Excellent organizational skills and attention to patient documentation.
• Familiarity with HIPAA and PHI handling.
• Ability to create patient-friendly materials and SOPs.
• Experience with EHR/CRM/scheduling tools.
• Experience in oncology or chronic illness support.
• Background in building/improving patient-support functions.
• Knowledge of call metrics and patient satisfaction.
• Collaborates with nurses, physicians, social workers.
• Proficiency with HubSpot, Salesforce, Zendesk, Epic.
• Qualifications in healthcare administration, social care, psychology.
• Spanish or another patient language.

Responsibilities

• Develop and manage the patient onboarding process, including standardized workflows from referral to treatment readiness.
• Contact newly referred patients to explain services, complete intake, and ensure documentation is completed promptly.
• Enhance patient-facing materials such as welcome packs, introductory emails, and brochures.
• Build and implement a home-appointment scheduling process with reminders and updates.
• Operate a dedicated support line and multi-channel communication (chat, email, messaging).
• Set standards for response times, voicemail follow-ups, and after-hours communication.
• Resolve scheduling barriers to prevent delays or cancellations.
• Maintain accurate patient records, ensuring privacy compliance.
• Develop escalation processes for incidents requiring leadership involvement.
• Create a social support program addressing patient needs (transportation, housing, meals).

Skills

Patient support

Care coordination

Healthcare scheduling

Strong communication

Empathetic interactions

Handling sensitive conversations

Organizational skills

HIPAA familiarity

Create patient materials

EHR/CRM/scheduling tools

Oncology or chronic illness experience

Research and metrics

Collaborate with healthcare teams

HubSpot/Salesforce/Zendesk/Epic

Healthcare admin/psychology background

Spanish or other language

Education

Healthcare administration

Social care

Psychology

Tools

HubSpot

Salesforce

Zendesk

Epic

Job description

Patient Support and Intake Specialist - Permanent - Remote US

Join a cutting-edge pharmaceutical team where your precision and passion for patient support will help shape the future of life-saving treatments!

Proclinical is seeking a Patient Support and Intake Specialist to play a pivotal role in enhancing the non-clinical patient experience for individuals undergoing oncology care.

Primary Responsibilities

In this role, you will guide patients through their journey, from onboarding to treatment scheduling and ongoing support, ensuring they receive timely and compassionate assistance. This position is ideal for someone passionate about improving patient care and eager to contribute to a growing organization focused on transforming cancer treatment.

Skills & Requirements

• Experience in patient support, care coordination, healthcare scheduling, or a related patient-facing role.
• Strong communication skills, both written and verbal, with the ability to interact empathetically and professionally with patients.
• Proven ability to manage sensitive patient conversations and escalat issues appropriately.
• Exceptional organizational skills, with attention to detail in managing patient records and documentation.
• Familiarity with healthcare privacy regulations (e.g., HIPAA) and handling protected health information.
• Ability to create clear, patient-friendly materials and standard operating procedures.
• Experience using systems such as electronic health records, CRM platforms, or scheduling tools.
• Comfort working in a dynamic, early-stage environment with evolving processes.
• Experience supporting cancer patients or those with chronic illnesses.
• Background in building or improving patient-support functions or contact centers.
• Familiarity with performance metrics such as call response times and patient satisfaction.
• Experience collaborating with healthcare professionals, including nurses, physicians, and social workers.
• Proficiency in platforms like HubSpot, Salesforce, Zendesk, or Epic.
• Relevant qualifications in healthcare administration, social care, psychology, or a related field.
• Fluency in Spanish or another language commonly spoken by patients.

The Patient Support and Intake Specialist's responsibilities will be:

• Develop and manage the patient onboarding process, including creating standardized workflows from referral to treatment readiness.
• Contact newly referred patients to explain services, complete intake, and ensure all required documentation (e.g., consents, disclosures) is completed promptly.
• Enhance patient-facing materials such as welcome packs, introductory emails, and brochures.
• Build and implement a home-appointment scheduling process, including reminders and updates for patients.
• Operate a dedicated support line and manage communication channels like chat, email, and messaging.
• Set standards for response times, voicemail follow-ups, and after-hours communication.
• Resolve scheduling barriers to prevent delays or cancellations.
• Maintain accurate patient records, ensuring compliance with privacy regulations and documentation requirements.
• Develop escalation processes for incidents requiring leadership involvement.
• Create a social support program to address patient needs, such as transportation, cleaning, and meal resources.

Compensation

• $80,000 to $85,000 per annum.