Intake & Engagement Specialist Q3 2025

The Intake & Engagement Specialist plays a critical role in delivering a seamless onboarding experience for patients participating in the GUIDE program. This position is responsible for managing the non-clinical intake process, conducting welcome calls, coordinating assessments, and supporting patient and partner engagement throughout the early stages of the program. This position requires strong organizational skills, clear communication, and operational expertise to facilitate patient success from the outset.

Patient Intake & Engagement

• Conduct welcome calls with GUIDE patients and/or their caregivers to introduce the program, answer questions, and complete intake questionnaires.
• Collect and document essential patient information.
• Ensure patient data sheets and documentation are kept up to date and accurately reflect intake and assessment status. 
• Follow up on missing partner uploads required for nurse assessments.

Customer Success Collaboration

• Partner with Customer Success Managers (CSMs) to align on patient and partner-specific needs, track progress, and share updates.
• Participate in weekly team syncs to review open cases, issues, and ensure streamlined reporting.
• Support async communication and outreach to partners as needed, including templated reminders or follow-ups on behalf of the CSM.

Operations & Process Management

• Leverage internal tracking dashboards to manage patient intake progress and status.
• Ensure adherence to service level agreements (SLAs) for intake steps and flag delays proactively.
• Suggest improvements to intake workflows to improve efficiency and patient experience.

Additional Responsibilities

• Participate in partner training sessions on platform use and intake procedures.
• Provide suggestions for process improvements and help maintain documentation related to intake workflows.
• Provide suggestions for process improvements and help maintain documentation related to intake workflows.

• Strong communication and organizational skills, particularly in patient-facing scenarios.
• Ability to prioritize multiple tasks and manage a fast-paced workload.
• Experience in healthcare, customer service, or patient success is a plus.
• Comfortable using digital platforms for tracking, scheduling, and CRM tools (experience with HubSpot and/or Athena is beneficial but not required).
• A proactive, solution-oriented mindset and the ability to think critically when facing challenges.

We feel it is essential to invest in benefits that enable our employees to live healthy and full lives, including: 

• Unmatched opportunity for professional development and career growth. We’ll work closely with you to reach your career goals.
• Ability to work from the comfort and convenience of your home. We are a fully remote company.
• Generous PTO.
• Highly competitive health insurance coverage for a startup at our stage.  We also offer vision and dental plans.
• Significant post-series A equity.