Intake Specialist/ Medical Receptionist

About the role

The Intake Specialist plays a crucial role as the first point of contact at the site, providing a pleasant experience for volunteers through excellent customer service.

Responsibilities

• Greet volunteers and other visitors upon arrival
• Obtain/verify proper identification and upload into CTMS
• Prepare, provide, and explain necessary documents for volunteers to complete and read
• Provide answers, information, and conversation to make volunteers feel comfortable and confident in participating in a trial
• Answer inbound calls and emails with high-level customer service
• Place reminder calls to confirm scheduled appointments according to guidelines
• Assist with appointment rescheduling as needed
• Call volunteers who are 15 minutes or more late to arrive for their appointment
• Notify appropriate staff of volunteer’s arrival and ensure they promptly come to greet them
• Complete visits in the CTMS with strong attention to detail to ensure maximum revenue is captured for billing
• Updates CTMS with subject profile (demographics) and file/upload W9 form
• Assign payment cards and issue stipend payments following visit completion
• Care for transportation needs of volunteers
• Maintain tracker of no-show volunteers until reschedule has been completed
• Maintain tracker of screening volunteers without an upcoming scheduled appointment
• Send weekly reports of appointment statuses to clinic staff to avoid missed appointments
• Maintain a list of studies conducted at site and have general understanding of each
• Submit medical records requests and track their progress
• Sorting and distributing incoming mail
• Coordinating postage details & pick ups as needed for all outbound mail
• Placing supply orders
• Compiling office correspondence, filing, copying, collating, scanning as needed
• Aid with preparing materials for study startup / SIVs
• Assist with special projects as needed

Requirements

• An Associate’s degree and a minimum of 3 years’ experience in customer service, administration or sales, or an equivalent combination of education and experience, is required
• Well-developed customer service skills
• Experience with calendar management & scheduling is preferred
• Bi-lingual (English / Spanish) proficiency is a plus
• Excellent customer service skills
• Proficiency with computer applications such as internet, email and Microsoft applications, and the ability to type proficiently (40+ wpm)
• Strong organizational skills, attention to detail, and basic math proficiency
• Well-developed written and verbal communication skills
• Well-developed interpersonal and listening skills and the ability to work well independently as well as with co-workers, subjects, managers and external customers
• Ability to effectively handle multiple tasks, and adapt to changes in workloads and priorities
• High degree of integrity and dependability
• Ability to work under minimal supervision
• Ability to handle highly sensitive information in a confidential and professional manner, and in compliance with HIPAA guidelines

Benefits

• Full-time employees regularly scheduled to work at least 30 hours per week are benefits-eligible, with coverage starting on the first day of the month following date of hire
• Medical, dental, vision, life insurance, short and long-term disability insurance, health savings accounts, supplemental insurances, and a 401k plan with a safe harbor match are offered