Senior Patient Intake & Conversion Specialist

Proco LLC; Marietta (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

AICA Orthopedics in Marietta, GA is seeking a Senior Patient Intake Specialist to manage inbound calls, convert inquiries into appointments, and support a high-performing intake team. You will ensure accurate CRM documentation and HIPAA-compliant communications while coordinating with attorneys as needed.

This on-site, full-time role emphasizes empathy, precision in data entry, and collaboration with navigators to guide injured patients through the intake process and referrals.

Qualifications

• Healthcare, medical scheduling, or personal injury experience.
• Familiarity with attorney referral processes or insurance coordination.
• 3+ years in an inbound call center, patient intake, or appointment-setting role.
• Demonstrated track record meeting or exceeding inbound conversion and answer rate targets.
• Salesforce or equivalent CRM proficiency; comfortable managing multiple platforms simultaneously.
• Exceptional active listening and empathy — you de-escalate without losing the conversion.
• Sound judgment for handling complex or sensitive patient situations independently.
• Typing speed of 40+ WPM with strong data entry accuracy.
• Bilingual English/Spanish a strong plus given our patient population

Responsibilities

• Inbound Conversion: Answer calls, web inquiries, and referrals; convert to appointments; route based on injury type and status; handle escalated cases; meet SLA metrics.
• Attorney Referral Coordination: Connect unrepresented patients to attorney resources; document referral status in Salesforce; meet referral KPIs.
• Team Quality & Senior Responsibilities: Set the inbound call quality benchmark; assist onboarding and coaching of new agents.
• CRM & Compliance: Maintain HIPAA-compliant documentation and CRM data; use reporting to monitor performance and gaps.

Skills

Inbound calls

Empathy & listening

Bilingual English/Spanish

CRM proficiency (Salesforce)

Data entry accuracy

Phone etiquette

Tools

Salesforce

Job description

AICA Orthopedics in Marietta, GA is seeking a Senior Patient Intake Specialist to manage inbound calls, convert inquiries into appointments, and support a high-performing intake team. You will ensure accurate CRM documentation and HIPAA-compliant communications while coordinating with attorneys as needed.

This on-site, full-time role emphasizes empathy, precision in data entry, and collaboration with navigators to guide injured patients through the intake process and referrals.