Intake Specialist

Job description

ABOUT CONDUIT HEALTH Conduit Health is transforming one of the most outdated corners of post-acute care—getting essential medical equipment and supplies into patients’ homes. We’re the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say “yes” to patients who would otherwise wait weeks — while we handle every step behind the scenes. THE ROLE We're looking for an Intake Specialist to serve as the front door to the Conduit experience — the first point of contact for patients, caregivers, providers, and case managers. This role sits at the center of the patient journey. You'll guide patients from first contact all the way through to receiving the equipment and supplies they need — whether that path runs through an ordering process, a telehealth visit, or both. That means owning intake, verifying insurance, coordinating with clinical and operations teams, and removing barriers before they cause delays. This is a highly operational, patient-facing role that requires urgency, organization, empathy, and strong communication skills. You’ll spend a significant portion of your day managing inbound and outbound patient communication across phone, SMS, and email while coordinating across teams to ensure patients move through the process smoothly. Because we’re still early, this is intentionally a broad role. Processes and workflows will continue evolving as we scale, and we’re looking for someone who is adaptable, eager to learn, willing to roll up their sleeves, and excited to help improve how we operate over time. WHAT YOU’LL DO - Intake & onboarding: Manage inbound inquiries from patients, caregivers, providers, and case managers; collect and verify demographics, insurance, prescriptions, referrals, and supporting documentation. Guide patients through onboarding steps. - Insurance eligibility checks: Verify insurance eligibility and benefits for incoming patients, flag coverage issues early, and communicate them clearly to patients and internal teams. - Scheduling & coordination: Help patients schedule, confirm, and prepare for their first telehealth appointment or order; manage reminders, rescheduling, and follow-up communication. Coordinate with clinical, operations, and support teams to ensure smooth handoffs and appointment readiness. - Patient navigation & follow-through: Proactively guide patients from initial interest through to receiving the equipment or care they need, identifying and resolving barriers along the way. - Operations & Documentation: Maintain accurate records of patient interactions, intake activity, and scheduling updates in real time. Flag recurring issues and workflow inefficiencies to help improve the process as we scale — and jump in where needed during high-volume periods. WHO YOU ARE - Patient-Centered: You communicate with empathy, patience, and professionalism, especially during stressful healthcare situations. - Strong Communicator: You’re comfortable guiding conversations, building trust quickly, and explaining complex processes simply and clearly. - Highly Organized: You’re detail-oriented and able to multitask across systems without losing accuracy. - Outcome-Oriented: You care about getting patients all the way through the process — not just completing individual tasks. - Proactive: You move quickly, follow through reliably, and don’t let things fall through the cracks. - Persistent: You’re comfortable following up repeatedly to gather missing information and keep patients moving forward. - Adaptable: You thrive in a startup environment where priorities and workflows evolve quickly. - Low Ego, High Ownership: You’re willing to jump in wherever needed and take responsibility for outcomes. - Eager to Learn: You’re curious, coachable, and excited to grow with the company. WHAT YOU’LL BRING - 1+ years in a patient-facing, operations, or high-volume customer-facing role — healthcare experience is strongly preferred - Strong written and verbal communication skills - Comfort handling a high volume of inbound and outbound phone calls daily - Experience supporting scheduling, intake coordination, onboarding, or patient navigation workflows is strongly preferred - Ability to multitask across multiple systems while maintaining strong attention to detail - Experience with CRM, intake, scheduling, or support systems such as Zendesk, Intercom, Salesforce, or similar platforms is a plus - Familiarity with EMR/EHR systems is a plus - Reliable internet connection and ability to work from a distraction-free environment when remote OUR VALUES - Excellence, Not Perfection: We set a high bar for our work and impact, but we don’t get lost in endless polish for polish’s sake. We focus on results that matter. - Urgency, Not Chaos: We move fast because speed drives our advantage. We pair urgency with clarity to avoid noise and burnout. - Systems, Not One-Offs: Every solution should eliminate the root cause so the problem never returns. Wins are good; scalable systems are better. - Committed, Not Just Here: We show up engaged, proactive, and ready to go above and beyond. The outcomes you drive are what matter most. - Crush Goals, Not Souls: We take our work seriously, but not ourselves. Be yourself, bring positivity, have fun, and laugh often. COMPENSATION & BENEFITS - Competitive salary + performance-based incentives - Flexible hybrid work environment - Unlimited PTO + company holidays - Full medical, dental, and vision coverage - Direct mentorship and growth opportunities - Opportunity to help shape and scale operations at a fast-growing healthcare startup Equal Opportunity Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.