About the position
At Pelvic Rehabilitation Medicine (PRM), every patient interaction is an opportunity to provide not only care but comfort. As a Medical Intake Coordinator, you will be the essential first connection between our patients and their care journey — offering clarity, compassion, and a sense of direction when it's needed most. While this isn't a traditional sales role, you will use empathetic and consultative communication, active listening, and emotional intelligence to help patients understand the value of our care model and guide them through the initial intake process. Think of yourself as part healthcare concierge, part patient advocate. This role requires the confidence to lead conversations, the curiosity to understand patient needs, and the organizational skills to manage a dynamic workload. You’ll engage with patients across multiple communication channels — phone, text, email, and chat — providing both information and reassurance.
Responsibilities
- Be the first point of contact with new patients via inbound/outbound calls, text, chat and email.
- Make outbound calls to patients who’ve requested appointments or information, ensuring they feel supported and informed every step of the way.
- Outreach to patients who are in need but may not have heard from us previously.
- Outreach to patients who have been patients that we have not seen in a defined period of time.
- Reach out to patients identified as potential candidates, provide helpful information about our program, and guide them through the enrollment process.
- Receive inbound calls from new patients who want to schedule an appointment.
- Carefully listen to patient stories and concerns, showing compassion while gathering necessary details.
- Engage with customers requesting appointment cancellations to identify concerns and offer solutions that encourage retention.
- Accurately collect and enter clinical, demographic, and insurance information into our scheduling system (eCW).
- Provide clear, thoughtful explanations of appointment prep and follow-up instructions.
- Assist with administrative tasks such as data collection, follow-ups, and internal documentation.
- Represent PRM with grace, empathy, and a patient-first mindset in every interaction.
- Contact customers with incomplete protocols and those needing recertification to maintain treatment eligibility.
- Back up customer service as needed.
Requirements
- A person who enjoys striving to meet and exceed expectations.
- A genuine desire to help others and make a difference in patients' lives.
- Ability to stay calm, kind, and focused in a fast-paced environment (50–150 calls/day).
- Strong listening skills with the ability to guide conversations and document information accurately.
- Comfort with multitasking and using multiple software programs at once.
- Clear, professional communication skills – both spoken and written.
- Strong understanding of patient confidentiality and HIPAA regulations.
- High school diploma or equivalent.
- At least 1 year of experience working in healthcare or a similar customer-facing role.
- Comfortable working as part of a team.
Nice-to-haves
- Experience in a goal-driven, performance-influenced service or sales environment.
- Background in medical call centers, patient coordination, or clinical front office operations.
- Familiarity with medical terminology and patient scheduling systems.
- Strong time management and follow-through skills.
- Ability to adapt to changing workflows and priorities.
Benefits
- Health, Vision and Dental
- Paid holiday and PTO
- FSA
- Bonus structure
