[Hiring] Intake Specialist - Pilot @ROM TECHNOLOGIES INC
Role Description The Intake Specialist for Chronic Care Management (CCM) is responsible for onboarding eligible patients into CCM programs, ensuring accurate documentation, and providing high-quality customer service. This role requires a licensed practical nurse (LPN) or registered nurse (RN) with strong communication skills, experience using electronic health records (EHRs), and the ability to troubleshoot basic IT and system-related issues. The Intake Specialist serves as a key liaison between patients, providers, and care teams to ensure smooth enrollment and ongoing engagement in chronic care services.
Key Responsibilities
- Patient Intake & Enrollment
- Conduct patient intake assessments for Chronic Care Management eligibility
- Explain CCM services, benefits, and consent requirements to patients and caregivers
- Ensure accurate collection and verification of demographic, clinical, and insurance information
- Care Coordination Support
- Collaborate with external and internal providers, care managers, and clinical staff to facilitate CCM enrollment
- Identify patient needs, barriers to care, and opportunities for engagement during intake
- Route clinical or care-related concerns to appropriate team members
- Customer Service
- Provide professional, compassionate, and patient-centered service via phone and electronic communication
- Address patient questions, concerns, and enrollment-related issues in a timely manner
- Maintain a supportive, respectful, and empathetic approach with diverse patient populations
- Documentation & EHR Use
- Accurately document patient interactions, consents, and intake data in EHR systems
- Navigate multiple systems efficiently while maintaining data integrity and confidentiality
- Ensure compliance with HIPAA and organizational documentation standards
- IT & Technical Support
- Troubleshoot basic IT and EHR-related issues (e.g., login access, system navigation for patients and team)
- Assist patients with telephonic or digital onboarding tools as needed
- Escalate complex technical issues to IT or system support teams appropriately
- Compliance & Quality
- Follow CCM program guidelines, workflows, and regulatory requirements
- Meet productivity, quality, and documentation benchmarks
- Participate in training, audits, and performance improvement initiatives
Qualifications
- Active LPN or RN license (active license in good standing - compact license needed)
- Previous experience in customer service, patient intake, care coordination, or call center healthcare roles
- Proficiency with EHR systems (e.g., Elation, Epic, eClinicalWorks, Athena, or similar)
- Strong verbal and written communication skills
- Ability to multitask in a fast-paced, technology-driven environment
Preferred Qualifications
- Experience in Chronic Care Management (CCM) or population health programs
- Basic understanding of medical billing or Medicare CCM requirements
- Prior experience providing technical or IT support in a healthcare setting
- Remote or telehealth experience
Skills & Competencies
- Patient-centered communication
- Attention to detail and strong documentation skills
- Problem-solving and basic technical troubleshooting
- Time management and organizational skills
- Ability to work independently and as part of an interdisciplinary team
Work Environment
- Remote based on organizational needs
- Prolonged computer and phone use
- Regular interaction with patients, caregivers, and healthcare professionals
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