Intake & Engagement Specialist

PocketRN

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 Intake & Engagement Specialist plays a critical role in delivering a seamless onboarding experience for patients participating in the GUIDE program. This role owns the early-stage patient journey, ensuring patients and caregivers are successfully onboarded, informed, and prepared for clinical care.

This position combines patient engagement, intake coordination, and operational execution. The Intake & Engagement Specialist conducts onboarding calls, collects and verifies patient information, coordinates next steps, and ensures all required documentation is complete for clinical readiness.

This role directly impacts patient experience, program engagement, and speed to care, requiring strong communication skills, attention to detail, and the ability to manage multiple workflows simultaneously.

Key Responsibilities:

Patient Intake & Engagement

• Conduct onboarding calls with GUIDE patients and/or their caregivers to introduce the program, answer questions, and guide them through the intake process.

• Build trust with patients and caregivers by providing clear, empathetic, and accurate communication.

• Collect, verify, and document essential patient information during intake interactions.

• Complete intake questionnaires and ensure all required onboarding steps are fulfilled.

• Coordinate scheduling of assessments and next steps with the clinical team.

Partner & Team Collaboration

• Partner with the Partner Relationship Team to align on patient-specific and partner-specific needs.

• Share updates on intake progress, documentation gaps, and patient readiness.

• Collaborate with clinical teams to ensure a smooth transition from intake to care delivery.

Documentation & Intake Coordination

• Ensure patient data, intake forms, and documentation are accurately recorded and updated in systems.

• Maintain up-to-date patient records that reflect intake progress and assessment readiness.

• Follow up with patients, caregivers, or partners on missing documentation or required information.

• Ensure all required documentation is complete prior to clinical handoff.

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.

• Maintain real-time visibility into patient status, identifying and escalating delays when needed.

Additional Responsibilities

• Provide suggestions for process improvements and help maintain documentation related to intake workflows.

Success Metrics for the Role

Performance in this role may be evaluated based on:

• Time from initial contact to completed onboarding

• Patient engagement and onboarding completion rates

• Documentation completion rate

• Accuracy of patient records and intake documentation

• Patient and caregiver experience during onboarding

• Reduction in delays caused by missing information

Key Qualifications:

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

• Associates degree and/or 5+ years experience

• Experience in patient-facing roles, such as intake coordination, care navigation, or customer/patient support.

• Experience supporting intake workflows, scheduling, referrals, or onboarding processes is highly valued.

• Strong communication and organizational skills, particularly in patient-facing scenarios.

• Ability to prioritize multiple tasks and manage a fast-paced workload.

• 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.

Benefits

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

• Ability to work from the comfort and convenience of your home. We are a fully remote company.

• Generous PTO and unstructured work hours.

• Highly competitive health, vision, and dental insurance coverage for a startup at our stage.

• Equity allocation.