Patient Support and Intake Specialist

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

Job summary

Proclinical seeks a Patient Support and Intake Specialist to enhance the non-clinical patient experience for oncology care. You will guide patients from onboarding to scheduling, ensuring timely, compassionate assistance.

The role emphasizes care coordination, HIPAA compliance, and collaboration with healthcare professionals in a dynamic, early-stage environment. Remote US position with patient-centered focus.

Qualifications

• Experience in patient support, care coordination, healthcare scheduling, or a related patient-facing role.
• Strong communication skills, both written and verbal, with empathetic patient interaction.
• Proven ability to manage sensitive patient conversations and escalations appropriately.
• Exceptional organizational skills with attention to detail in patient records and documentation.
• Familiarity with HIPAA and handling protected health information.
• Ability to create clear, patient-friendly materials and SOPs.
• Experience using EHR, CRM, or scheduling tools.
• Experience supporting cancer patients or those with chronic illnesses.
• Background in building/improving patient-support functions or contact centers.
• Familiarity with call metrics and patient satisfaction.
• Experience collaborating with nurses, physicians, social workers.

Responsibilities

• Develop and manage the patient onboarding process with standardized workflows from referral to treatment readiness.
• Contact newly referred patients to explain services, complete intake, and collect required documents.
• Enhance patient-facing materials such as welcome packs and emails.
• Build and implement home-appointment scheduling, reminders, and updates for patients.
• Operate a dedicated support line and manage chat, email, and messaging channels.
• Set standards for response times, voicemail follow-ups, and after-hours communication.
• Resolve scheduling barriers to prevent delays or cancellations.
• Maintain accurate patient records and ensure privacy compliance.
• Develop escalation processes for incidents requiring leadership involvement.
• Create a social support program addressing transportation, cleaning, and meal resources.

Skills

Patient support

Care coordination

Healthcare scheduling

HIPAA compliance

EHR systems

CRM platforms

Communication skills

Materials creation

Spanish or other language

Education

Healthcare administration/related field

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 escalations 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.

By submitting this application, you confirm that you've read and understood our privacy policy, which informs you how we process and safeguard your data - https://www.proclinical.com/privacy-policy