[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