Original listing text, shown exactly as published by the company.
Key Responsibilities
New Patient Intake & Call Management
- Handle all inbound calls from prospective patients, family members, and referring providers
- Conduct structured, focused intake conversations that quickly establish the patient's needs and eligibility
- Ask precise follow-up questions to gather the clinical, insurance, and logistical information required to move forward
- End every call with a defined outcome: scheduled, not eligible, or pending additional information — nothing left ambiguous
Eligibility & Screening
- Screen new patients against program or practice criteria to determine fit
- Identify missing information, documentation gaps, or inconsistencies early and address them directly
- Communicate eligibility decisions clearly and without ambiguity — set honest expectations from the first interaction
Coordination & Documentation
- Schedule consultations, assessments, and next-step appointments with accuracy and efficiency
- Enter and maintain complete, accurate patient records in the EHR and intake tracking systems
- Coordinate with internal clinical and administrative teams to ensure smooth patient transitions
- Follow up on incomplete referrals, outstanding documentation, or pending decisions without being prompted
Patient Experience & Communication
- Engage patients and families with clarity, warmth, and professionalism — especially in high-stress situations
- Provide honest, direct information about the practice, services, and what to expect — avoid overpromising
- Think creatively when patients ask unexpected questions or present non-standard situations
- Redirect callers who are not a fit to appropriate resources while maintaining a respectful, supportive tone
Process & Systems
- Operate within defined intake workflows and documentation standards
- Use sound judgment to navigate situations that fall outside established protocols
- Proactively flag recurring issues, process gaps, or systemic inefficiencies to leadership
- Bring initiative and ownership to your work — identify what needs to happen and make it happen
Required Qualifications
- Prior experience in new patient coordination, medical admissions, intake coordination, or a closely related role
- Strong critical thinking skills — able to assess situations quickly, problem-solve, and adapt without constant direction
- Excellent spoken and written English — clear, direct, and professional in all patient-facing communications
- Experience using EHR or patient management platforms
- Proven ability to manage high call volumes with accuracy and composure
- Must have prior remote work experience and be fluent with tools such as Slack, Zoom, Google Workspace, or similar
- Must have experience working with U.S.-based companies — applications without this background will not be considered
Preferred Qualifications
- Background in recovery, addiction treatment, behavioral health, or mental health services — strongly preferred
- Experience navigating insurance verification, prior authorizations, or benefits coordination
- Familiarity with clinical terminology and levels of care across behavioral or medical health settings
- Demonstrated initiative: a track record of identifying problems, owning outcomes, and improving processes without being asked
Tools & Technology
- EHR / patient management system
- Intake and referral tracking tools
- Google Workspace
- Slack, Zoom, and other remote collaboration platforms
Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.
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