Patient Support and Intake Specialist

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🔥 0 minutes ago

🦞 Maine – Remote

🦞 Maine – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Luminate

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🏥 Healthcare

🤝 B2B

⚕️ Healthcare Insurance

Healthcare • B2B • Healthcare Insurance

Luminate is a healthcare company that builds technology-enabled services and clinical programs to deliver oncology infusion and supportive cancer care at home. The company partners with oncology clinics, health systems, and health plans to act as an integrated extension of existing providers—coordinating drug dispensing with the originating clinic, and delivering nurse-led, at-home chemotherapy and infusion services to reduce clinic burden, lower total cost of care, and improve patient experience. Luminate also develops medical-device technologies (pre-clinical/clinical-stage) and runs clinical trials to prevent treatment side effects and enable safe home-based oncology care.

📋 Description

• Create and improve a standardized patient onboarding process for Luminate’s oncology programs, from referral through treatment readiness • Contact newly referred patients to explain the service and complete intake • Ensure welcome packs, consents, disclosures, and required documents are completed on time • Improve patient-facing materials, including welcome packs, introductory emails/calls, and brochures • Build and implement a home-appointment scheduling approach with process maps and call scripting • Provide appointment reminders and clear updates when requirements change • Resolve scheduling barriers before they cause delays or cancellations • Operate a dedicated support line, chat, email, and messaging channels • Set standards for response times, voicemail follow-up, and after-hours communication • Develop scripts for scheduling, complaint, and incident calls • Maintain consent and disclosure records and prevent treatment from proceeding without complete documentation • Build an escalation process for incidents involving leadership • Create a social support function, including needs assessments and resources such as transportation, cleaning, and meals • Build and maintain Luminate’s patient-facing communications, support infrastructure, and compliance documentation • Ensure patients can reach Luminate easily, understand what to expect from care, and receive timely, helpful responses

🎯 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 • Experience 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 • Ability to manage multiple patients, appointments, documents, and competing priorities • Demonstrated attention to detail when managing patient records, consents, disclosures, or other required documentation • Understanding of patient privacy and experience working with protected health information in accordance with HIPAA or similar healthcare privacy requirements • Ability to distinguish non-clinical patient-support requests from matters requiring escalation to nursing, medical, pharmacy, quality, or compliance leadership • 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 • Willingness to take a hands-on role in operating and improving processes

🏖️ Benefits

• Highly competitive salary and equity package • Flexible benefits package • Company laptop • Headphones • Camera • Teamwear • Flexible working hours • Generous vacation policy