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