Patient & Family Intake Specialist

About the Role

The Patient and Family Intake Specialist is responsible for patient/family recruitment, serving as the point of contact for prospective families with questions about our program, and managing referring provider relationships. As an intake specialist, you play a pivotal role as the front-line representative of our organization. Your primary responsibility is to help drive efficient access to care for patients and families to our program. You will serve as a critical point of contact for patients and families, providing essential information about our program.

Our program includes Psychiatry, Therapy, and Coaching services, with this position requiring close collaboration, high-level communication and customer service skills to establish and enhance positive relationships with care team members, patients/families, and providers. 

The Patient and Family Intake Specialist will be accountable for managing new patient/family applications to our program, helping determine clinical fit. You serve as the champion for each patient applying to our program, helping fight for patients who have struggled to find care and bounced around the system.

Responsibilities

• Patient, Family, and Provider Education: 
  • Serve as the initial point of contact for patients and families seeking information about InStride Health's services. Help support referring providers in close coordination with the business development team. 
  • Educate families and patients about our treatment program, including the approach, methods, and expected clinical outcomes.
• Relationship Building:
  • Foster positive and meaningful relationships with patients and their families by providing support and reassurance throughout the intake process and meeting them with empathy.
  • Act as a liaison between patients, clinicians, and administrative staff, ensuring effective communication and coordination of care.
• Timely Intake Process Navigation: 
  • Reach out to patients and families in a timely manner to set up phone screens as soon as possible and enable efficient access to care. 
  • Guide families through the phone screen, explaining each step and required documentation.
• Clinical Assessment: 
  • Conduct initial screenings and assessments to evaluate the appropriateness and severity level of potential patients for our anxiety and OCD treatment program. 
• Documentation and Process Management:
  • Maintain accurate, detailed, and up-to-date records of all interactions with patients and families across all technology systems.
• Team Collaboration:
  • Work closely with other members of the intake team, clinicians, administrative staff, and leadership to ensure a cohesive and efficient intake process.

What You Need to Succeed in the Role

• Experience in an inside sales role, or comparable experience where forming relationships has been key to championing a program and/or product
• Experience in a clinical role, and/or youth/family facing service position (teaching, coaching, etc.)
• Experience working as a part of a multifaceted, collaborative team
• Behavioral health experience (preferred)
• Experience working in a start-up or entrepreneurial environment (preferred)
• Bachelor’s or Master’s degree

Why Join Our Team

• Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment
• Ability to help hundreds of children and families access desperately-needed evidence-based care
• Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem
• Competitive compensation and generous benefits package for doing what you love
• 401(k) with employer matching
• Paid parental leave policy
• 4-week paid sabbatical after 5 years of employment 
• Fully remote work environment, enabling you to work from the comfort of your home with periodic, in-person team retreats

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