Patient Support and Intake Specialist

Patient Support And Intake Specialist

Shape the future of cancer treatment at Luminate. We design and build products and services that reduce the financial, physical, and time burdens of cancer treatment. Our programs include enabling cancer care at home and preventing the side effects of anti-cancer therapies, with several active clinical trials around the world.

We're looking for a Patient Support and Intake Specialist to become the voice of better cancer care for our patients. You will own the non-clinical patient experience, from initial onboarding through treatment scheduling, ongoing support, and completion of the patient's treatment program.

You will initially take a hands-on role in speaking with patients, scheduling appointments, answering questions, obtaining required documentation, and resolving concerns. This role will serve as an important role in building and maintaining Luminate's patient-facing communications and supports. You will build a robust patient support infrastructure, develop a social support program for patients, and maintain all patient-facing compliance documentation. Your primary objective will be to ensure that patients can easily reach Luminate, understand what to expect from their care, and always receive a timely and helpful response to questions or concerns.

Previous experience in a patient-facing role in healthcare is required.

Working at Luminate

• This is a key patient-facing hire at a rapidly growing startup. You will have an opportunity to build relationships with patients and providers and gain first-hand insights into the growth of a start-up.
• We offer a highly competitive salary and equity package, a flexible benefits package, alongside a company laptop, headphones, camera and teamwear.
• We believe in quality of life in our products and for our people, offering flexible working hours and a generous vacation policy.

What you will do:

• Create the patient onboarding process for Luminate's oncology programs:
  • Build and improve a standardized onboarding process 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: welcome packs, intro emails/calls, brochures.
• Build and implement the patient scheduling process:
  • Build a home-appointment scheduling approach with a process map and call scripting.
  • Ensure patients get reminders and clear updates when requirements change.
  • Resolve scheduling barriers before they cause delays or cancellations.
• Build Luminate's support infrastructure:
  • Operate a dedicated support line, plus chat, email, and messaging.
  • Set standards for response times, voicemail follow-up, and after-hours communication.
  • Develop scripting for scheduling, complaint, and incident calls.
• Oversee a quality-first approach to patient care:
  • Maintain consent and disclosure records; no patient proceeds without complete documentation.
  • Build an escalation process for incidents involving leadership.
  • Create a social support function, including needs assessments and resources like transport, cleaning, and meals.

Personal attributes the ideal candidate is:

• Empathetic: You communicate with compassion and patience and understand that patients and families may be experiencing an exceptionally difficult period in their lives.
• Creative: A creative problem solver who is enthusiastic and proactive about new ways to improve the patient experience.
• Open: A proactive team player who seeks to help develop your teammates. You are willing to adopt, engage with and shape company culture in a positive manner.
• Communicative: Excellent written and verbal communication and collaboration skills. You can explain information clearly and sensitively.
• Self-driven: You have a sense of urgency in your work and thrive when taking responsibility for tasks.

Requirements the ideal candidate must have:

• 35 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, including 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, with the ability to manage multiple patients, appointments, documents, and competing priorities.
• Demonstrated attention to detail when managing patient records, consents, disclosures, or other documentation required before treatment or another healthcare service can proceed.
• An understanding of the importance of patient privacy and experience working with protected health information in accordance with HIPAA or similar healthcare privacy requirements.
• An ability to distinguish between non-clinical patient-support requests and questions or concerns that must be escalated to nursing, medical, pharmacy, quality, or compliance leadership.
• An 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, and a willingness to take a hands-on role in operating and improving those processes.

Advantages it would be advantageous to have:

• Experience working with cancer patients or patients living with serious or chronic illnesses.
• Experience building or improving a patient-support, patient-access, scheduling, or healthcare contact-center function.
• Experience creating team performance metrics and dashboards covering measures such as call response times, scheduling performance, documentation completion, complaints, and patient satisfaction.
• Experience working alongside nurses, physicians, social workers, pharmacies, provider practices, or health plans.
• Experience using HubSpot, Salesforce, Zendesk, Epic, or another CRM, patient-management, scheduling, or customer-support platform.
• A relevant qualification in healthcare administration, social care, psychology, communications, business, or a related discipline.
• Fluency in Spanish or another language commonly spoken by the patients Luminate serves.

Don't have all of these requirements?

Some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills, and passion will set you apart - tell us what you have learned and achieved, whether personal or work-related! With the right mindset, many of the skills above can be learned on the job. If this role excites you, don't let the description hold you back!