Care Access Specialist I

Care Access Specialist I

Intake

About Us

PocketRN is the first telehealth startup built specifically for nurse-led care, with a mission to close the gap between home and healthcare by enabling patients to meet virtually with specialized nurses. We have a phenomenal team (ex-Qualtrics, Stanford Healthcare, Intermountain, Team Select, etc.) and an exceptional investor group of healthcare-focused VCs and former and current CEOs of top public healthcare companies.

About the Role

The Care Access Specialist I, serves as the front door to PocketRN, supporting patients, caregivers, and partners at the earliest stage of engagement. This role is responsible for managing inbound inquiries, guiding prospective families through program information, and ensuring a seamless transition into the intake and onboarding process.

This position combines inbound call management, patient engagement, referral coordination, and operational execution. Care Access Specialists respond to inbound calls, route inquiries appropriately, conduct initial welcome conversations, and ensure prospective patients are successfully scheduled for onboarding with the Intake & Engagement team.

In addition, this role owns referral intake and management across multiple channels (fax, email, partner submissions) and ensures timely and accurate processing into internal systems.

As part of a highly collaborative team, Care Access Specialists are also cross-trained to support Intake & Engagement workflows, stepping in as needed to assist with onboarding and intake-related tasks during periods of high volume.

This role directly impacts patient access to care, conversion to onboarding, and overall first impressions of PocketRN, requiring strong communication skills, organization, and attention to detail.

Role Goals & Objectives

Ensure Seamless Patient Access & First Touch Experience

• Serve as the first point of contact for patients, caregivers, and partners.

• Deliver clear, empathetic, and informative communication about PocketRN and the GUIDE program - or any other program generating the inquiry

• Ensure a positive and supportive first experience for all inbound inquiries.

Drive Conversion to Intake & Onboarding

• Convert inbound inquiries into scheduled welcome/onboarding calls with Intake & Engagement Specialists.

• Ensure prospective patients understand next steps and successfully transition into the intake process.

• Reduce drop-off between initial inquiry and scheduled onboarding.

Manage Referral Intake & Processing

• Accurately process referrals received via fax, email, and partner channels.

• Ensure referrals are documented, tracked, and routed appropriately.

• Maintain timely follow-up and ensure referrals move efficiently into the intake pipeline.

Support Intake Operations (Overflow Coverage)

• Provide support for Intake & Engagement workflows during high-volume periods.

• Assist with onboarding calls, documentation collection, and intake coordination when needed.

• On average, this support may represent approximately 20% of daily responsibilities, though this may fluctuate based on referral volume, team capacity, and operational needs.

• Maintain consistency with intake processes and documentation standards.

Maintain Operational Accuracy & Visibility

• Ensure all patient and referral data is accurately documented and updated in systems.

• Maintain visibility into referral status, patient progression, and outstanding actions.

• Identify and escalate delays or issues impacting patient access.

Key Responsibilities

Inbound Call Management & Patient Engagement

• Manage inbound calls from patients, caregivers, and partners. (Call Center Triage)

• Answer questions related to PocketRN services and the GUIDE program- or any program generating the inquiry.

• Provide clear explanations of program eligibility, process, and next steps.

• Route calls appropriately when additional support is required.

Conversion & Scheduling

• Guide prospective patients toward scheduling welcome/onboarding calls.

• Coordinate scheduling with Intake & Engagement Specialists.

• Ensure a smooth handoff from initial inquiry to onboarding.

Referral Management

• Receive and process referrals from multiple channels including:

  • Fax

  • Email

  • Partner submissions

• Enter referral data accurately into internal systems.

• Track referral status and ensure timely progression through the intake pipeline.

• Follow up on incomplete or missing referral information as needed.

Intake Support (Overflow)

• Support onboarding calls and intake workflows during periods of increased demand.

• Assist with patient data collection, documentation, and intake coordination.

• Ensure all intake-related activities meet quality and documentation standards.

Documentation & Operations

• Maintain accurate and up-to-date records of all patient interactions and referrals.

• Use internal dashboards and tools to track patient and referral progress.

• Ensure adherence to service level agreements (SLAs) for response times and referral processing.

• Flag delays or issues that may impact patient onboarding.

Success Metrics for the Role

Performance in this role may be evaluated based on:

• Conversion rate from inbound inquiry scheduled onboarding call

• Time from referral receipt intake initiation

• Accuracy and completeness of referral and patient data

• Call response time and handling quality

• Patient and caregiver experience during initial interaction

• Volume and quality of referrals processed

• Effectiveness in supporting intake workflows during overflow

Key Qualifications

Experience

• 1–3 years of experience in healthcare, patient access, intake coordination, customer support, or similar roles.

• Associates degree is a plus

• Experience in patient-facing or call-based roles (e.g., call center, care navigation, patient access).

• Experience handling referrals, scheduling, or intake workflows preferred.

• Experience in telehealth, healthcare operations, or clinical support environments is a plus.

Systems & Tools

• Comfortable using CRM, EMR, and call management systems.

• Experience with HubSpot, Athena, or similar platforms is a plus.

• Ability to manage multiple workflows using dashboards and tracking tools.

Core Skills

• Strong communication skills, especially in phone-based interactions.

• Ability to build trust quickly with patients and caregivers.

• Strong organizational skills with the ability to manage multiple tasks simultaneously.

• Attention to detail and commitment to accurate documentation.

• Ability to prioritize and work efficiently in a fast-paced environment.

Additional Attributes

• Empathetic and patient-centered approach.

• Proactive, solution-oriented mindset.

• Comfortable working in a fast-paced startup environment.

• Ability to balance high-volume inbound work with operational accuracy.

Benefits

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

• Opportunity for professional development and career growth

• Fully remote work environment

• Generous PTO

• Competitive health, vision, and dental coverage