Patient Intake Specialist

JOB DESCRIPTION

The Patient Intake Specialist is the primary point of contact for patients and visitors at The People's Health Clinic and is responsible for delivering consistent, professional, and compliant front-desk operations. This role requires fluency in Spanish and the ability to interact effectively with individuals from diverse backgrounds, including managing challenging interactions in a calm, respectful, and professional manner. The Patient Intake Specialist is accountable for the accurate creation and maintenance of patient records; timely and accurate scheduling and coordination of patient appointments; and adherence to clinic policies, workflows, and confidentiality standards to support efficient clinic operations and a positive patient experience.

GENERAL RESPONSIBILITIES

Patient Engagement & Front Desk Operations

• Greet patients and visitors in a professional, respectful, and welcoming manner
• Answer incoming calls within three rings and route calls appropriately
• Provide accurate and current information about clinic services to patients and prospective patients in person and by telephone
• Check patients in and out in accordance with established clinic protocols
• Monitor patient flow in the waiting area and communicate delays or changes to patients and clinical staff in a timely manner
• Coordinate with medical assistants, providers, and care teams to ensure accurate and timely patient handoffs

Scheduling & Appointment Management

• Schedule, reschedule, and cancel patient appointments in accordance with clinic policies
• Prepare, collect, and obtain documentation required for patient appointments, including medical and vaccine records
• Accurately enroll patients into required systems to support appointment scheduling and clinical workflows
• Maintain and manage waitlists in compliance with clinic policy
• Conduct reminder calls, texts, or messages as assigned to reduce missed appointments
• Identify and communicate patient-reported barriers to care (e.g., transportation, language, scheduling conflicts) to appropriate staff for follow-up

Patient Records, Data & Compliance

• Distribute patient registration packets to new patients and ensure completion
• Collect, verify, and enter patient demographic and contact information into clinic systems on a daily basis
• Review and update patient demographic and contact information at each visit
• Ensure all required patient forms, consents, and documentation are completed accurately and timely
• Scan, upload, and appropriately index patient documents into the electronic health record (EHR)
• Maintain complete, accurate, and timely documentation in compliance with clinic policies, HIPAA, and confidentiality requirements

Financial & Administrative Responsibilities

• Request monetary donations from patients when appropriate, using respectful, non-coercive, and clinic-approved language
• Accurately complete daily cash handling, balancing, and reconciliation in accordance with clinic policy
• Complete required end-of-day front desk financial reports accurately and on time

Patient Support & Communication

• Provide culturally responsive, trauma-informed, and patient-centered service consistent with clinic standards
• Assist patients in understanding clinic processes, paperwork, and next steps in their preferred language
• De-escalate patient concerns or complaints professionally and escalate issues in accordance with clinic procedures

Clinic Environment, Safety & Team Support

• Maintain cleanliness and organization of the front desk and waiting room areas throughout the day and at close of business
• Observe, document, and report safety concerns in the waiting room or front desk area promptly
• Assist with opening and closing procedures for the front desk as assigned
• Monitor and restock front desk supplies, patient forms, and informational materials as needed
• Participate in required staff meetings, trainings, and quality-improvement activities
• Support onboarding and training of new front desk staff when assigned
• Perform other duties as assigned to support clinic operations

COMPETENCIES & QUALIFICATIONS

• Prior experience in a medical or clinical environment preferred
• Fluency in English and Spanish required
• Demonstrated commitment to customer service, professionalism, and confidentiality
• Strong verbal and written communication skills
• Professional demeanor and reliability in patient-facing interactions
• Ability to maintain patient confidentiality and comply with HIPAA requirements
• Ability to work effectively and collaboratively in a team environment
• Basic computer proficiency and ability to learn new systems
• Strong organizational, time-management, and attention-to-detail skills
• Ability to multitask and prioritize responsibilities in a fast-paced clinical environment
• Familiarity with electronic health records (EHR) or patient management systems preferred
• Experience working with uninsured or underserved populations preferred