Patient Support and Intake Specialist

Luminate Medical•Portland, ME

About The Position

Luminate is seeking a Patient Support and Intake Specialist to be the primary point of contact for patients, managing their non-clinical experience from onboarding through treatment completion. This role is crucial in building and maintaining patient-facing communications and support infrastructure. The objective is to ensure patients can easily connect with Luminate, understand their care, and receive timely responses to their inquiries. The specialist will initially be hands-on, handling patient interactions, scheduling, documentation, and issue resolution, while also contributing to the development of robust patient support systems and compliance documentation.

Requirements

3–5 years’ prior experience in patient support, patient access, care coordination, patient navigation, healthcare scheduling, medical practice administration, healthcare customer service, or a related patient-facing role.
Demonstrated experience communicating directly with patients by telephone and in writing, including answering questions, scheduling appointments, and supporting patients through a healthcare service.
Experience managing sensitive or difficult patient conversations with empathy, professionalism, and appropriate escalation.
Strong organizational and process-management skills, with the ability to manage multiple patients, appointments, documents, and competing priorities.
Demonstrated attention to detail when managing patient records, consents, disclosures, or other documentation required before treatment or another healthcare service can proceed.
An understanding of the importance of patient privacy and experience working with protected health information in accordance with HIPAA or similar healthcare privacy requirements.
An ability to distinguish between non-clinical patient-support requests and questions or concerns that must be escalated to nursing, medical, pharmacy, quality, or compliance leadership.
An ability to create clear, patient-friendly written materials, call scripts, process documents, and standard operating procedures.
Experience using patient scheduling, electronic health record, CRM, case-management, or customer-support systems.
Comfort working in an early-stage environment where patient-support processes and systems are still being developed, and a willingness to take a hands-on role in operating and improving those processes.

Nice To Haves

Experience working with cancer patients or patients living with serious or chronic illnesses.
Experience building or improving a patient-support, patient-access, scheduling, or healthcare contact-center function.
Experience creating team performance metrics and dashboards covering measures such as call response times, scheduling performance, documentation completion, complaints, and patient satisfaction.
Experience working alongside nurses, physicians, social workers, pharmacies, provider practices, or health plans.
Experience using HubSpot, Salesforce, Zendesk, Epic, or another CRM, patient-management, scheduling, or customer-support platform.
A relevant qualification in healthcare administration, social care, psychology, communications, business, or a related discipline.
Fluency in Spanish or another language commonly spoken by the patients Luminate serves.

Responsibilities

Create and standardize the patient onboarding process from referral through treatment readiness, including contacting new patients, explaining services, and completing intake.
Ensure timely completion of welcome packs, consents, disclosures, and other required documents.
Improve patient-facing materials such as welcome packs, introductory emails/calls, and brochures.
Build and implement a home-appointment scheduling process with process maps and call scripting.
Ensure patients receive reminders and clear updates on any changes to requirements.
Resolve scheduling barriers to prevent delays or cancellations.
Operate a dedicated support line, chat, email, and messaging system.
Set standards for response times, voicemail follow-up, and after-hours communication.
Develop scripting for scheduling, complaint, and incident calls.
Maintain consent and disclosure records to ensure all documentation is complete before patient treatment.
Build an escalation process for incidents involving leadership.
Create a social support function, including needs assessments and resources for transport, cleaning, and meals.