Intake Operations 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.

Role Overview

The Intake Operations Specialist plays a critical role in ensuring patients move efficiently through the PocketRN intake and onboarding pipeline. This role supports the operational execution and data accuracy of the intake process, ensuring patient charts are complete, documentation is properly collected, and clinical teams receive fully prepared records prior to patient assessments.

This position combines healthcare operations, intake coordination, documentation management, and data tracking. The Intake Operations Specialist manages referral intake workflows, coordinates medical record retrieval, supports medication list verification, and monitors patient movement through the intake funnel.

The role works closely with Partner Relationship Managers, clinical teams, and external partners to gather documentation, track intake progress, and resolve issues that may delay patient onboarding or care delivery.

A key component of this role is maintaining accurate intake data and identifying trends in documentation gaps or operational delays. The Intake Operations Specialist contributes to operational reporting and helps improve intake workflows by monitoring documentation trends, maintaining intake trackers, and ensuring service level agreements (SLAs) are met.

Role Goals & Objectives

The Intake Operations Specialist is responsible for ensuring the intake pipeline operates efficiently, accurately, and with full documentation readiness for clinical teams. Success in this role is measured by the ability to maintain a high-quality patient intake process while contributing operational insights that support both clinical teams and Partner Relationship Managers.

Ensure Patient Intake Readiness

• Maintain accurate and complete patient records to ensure charts are clinically ready prior to nurse assessments.

• Ensure all required documentation, medical records, and medication lists are collected and uploaded before clinical handoff.

• Reduce delays in patient onboarding by proactively identifying and resolving documentation gaps.

Maintain Data Integrity Across Intake Systems

• Ensure patient data, documentation status, and intake milestones are accurately reflected in internal dashboards and EMR systems.

• Conduct routine audits to verify chart accuracy and completeness.

• Identify discrepancies in documentation, medical records, or medication lists and escalate for review.

Improve Patient Throughput in the Intake Funnel

• Monitor patient progression from referral to scheduled clinical assessment.

• Identify operational bottlenecks impacting intake timelines.

• Support improvements that reduce time-to-assessment and improve patient onboarding efficiency.

Support Data-Driven Operational Insights

• Maintain accurate intake tracking data across internal dashboards and trackers.

• Contribute to weekly intake performance reporting used by Partner Relationship Managers to monitor partner performance.

• Help identify patterns in missing documentation or referral gaps impacting patient onboarding.

Strengthen Partner Documentation Quality

• Identify patterns of incomplete referrals or missing documentation from partner organizations.

• Work cross-functionally with Partner Relationship Managers to improve partner documentation processes.

• Support operational feedback loops that improve referral quality and patient readiness.

Success Metrics for the Role

Performance in this role may be evaluated based on metrics such as:

• Average time from referral to scheduled assessment

• Documentation completion rate

• Medical record retrieval turnaround time

• Accuracy of intake documentation and EMR records

• Reduction in patient delays caused by missing documentation

• Contribution to operational reporting used by Partner Relationship Managers

• Identification of intake workflow issues

Key Responsibilities:

Intake Operations & Patient Funnel Management

• Manage incoming patient referrals and Direct-to-Consumer (DTC) inquiries.

• Conduct outreach for new referrals from provider offices when necessary.

• Collect required patient demographic, clinical, and documentation information necessary to initiate intake.

• Track patients through the intake funnel from referral documentation collection chart readiness clinical scheduling.

• Verify patient eligibility within the EMR system.

• Coordinate scheduling of next steps with the intake or clinical team to ensure timely handoff and care coordination.

• Manage patient partner-switch requests and coordinate transitions to prevent disruptions in care.

Medical Records & Documentation Management

• Request and track external medical records from referring providers, healthcare systems, or partner organizations.

• Conduct outreach to providers or partners to obtain required documentation.

• Monitor outstanding documentation requests and send reminders as needed.

• Upload incoming documentation to the EMR and maintain clear internal notes regarding record status.

• Ensure documentation is complete prior to clinical assessments and escalate delays when necessary.

• Identify trends in missing or incomplete documentation and share insights with the broader team.

Medication Documentation & Chart Preparation

• Review patient charts to confirm medication lists and clinical documentation are present prior to assessments.

• Ensure documentation is properly structured and visible within the EMR for clinical review.

• Flag missing medication lists or discrepancies for follow-up or clinical review.

• Update patient charts and cases with intake progress and documentation status.

• Confirm provider information and document outreach attempts related to record retrieval.

Documentation, Data Entry & Record Accuracy

• Ensure patient information and intake documentation are accurately entered into the EMR by the end of each business day.

• Monitor shared inboxes and intake channels for incoming documentation.

• Maintain internal trackers and dashboards to monitor intake progress.

• Conduct regular audits on intake trackers to maintain data accuracy.

• Ensure internal notes clearly document intake progress and outstanding documentation needs.

Team Collaboration & Escalation

• Partner with Partner Relationship Managers to align on patient needs and documentation gaps impacting intake.

• Collaborate with clinical teams to ensure charts are complete prior to patient assessments.

• Work closely with Partner Relationship Managers and external partners to obtain documentation.

• Participate in weekly team syncs to review cases and streamline reporting.

• Escalate issues that may block intake progress or delay patient onboarding.

Operations & Process Management

• Track patient intake progress using internal dashboards and operational reporting tools.

• Ensure operational service level agreements (SLAs) for intake timelines are met.

• Maintain and update operational documentation and intake SOPs.

• Communicate proactively with cross-functional partners including Partner Relationship Managers, and Clinical teams.

Key Qualifications:

Experience

• 1–3 years of experience in intake operations, healthcare operations, or similar roles.

• Experience working in healthcare, telehealth, care coordination, or clinical support environments preferred.

• Experience supporting referral management, medical records retrieval, or patient intake workflows is highly valued.

Systems & Data Skills

• Experience using Electronic Medical Record (EMR) systems, preferably Athena or similar platforms.

• Proficiency with Google Workspace (Sheets, Docs, Drive) or similar productivity tools.

• Ability to maintain accurate operational trackers and documentation systems.

• Comfort working with intake dashboards and operational data.

Core Skills

• Strong organizational skills with the ability to prioritize tasks under tight deadlines.

• Exceptional attention to detail and commitment to data accuracy.

• Strong written communication skills and ability to escalate or follow up professionally.

• Ability to manage multiple patient cases simultaneously.

Additional Attributes

• Ability to work both independently and collaboratively in a remote team environment.

• Comfortable working in a fast-paced startup environment with evolving processes.

• Strong problem-solving mindset with the ability to identify workflow bottlenecks before they impact patient care.

• Commitment to delivering high-quality operational support that enables timely care delivery.

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.