Patient Intake Coordinator

At Regional Cancer Care Associates, every patient interaction matters. We are looking for a compassionate, organized, and customer-focused Patient Intake Coordinator to help create a positive experience for patients from their very first call or visit.

In this role, you will serve as a critical link between patients, families, providers, and healthcare teams. You will guide new patients through the intake process, coordinate appointments, answer questions, and help ensure they receive the support and information they need throughout their care journey.

Employment Type:

Full Time

Location:

Manchester, CT

Compensation: $16.94 - $24.10 Per Hour

Compensation packages based on your unique skills, experience, and qualifications

As of the date of this posting, RCCA offers a comprehensive benefits package for this position, subject to eligibility requirements. In addition to the salary, we provide:

• Health, dental, and vision plans
• Wellness program
• Health savings account - Flexible spending accounts
• 401(k) retirement plan
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO) and holiday pay
• Tuition discounts with numerous universities

We believe these benefits underscore our commitment to the well-being and professional growth of our employees.

• Serve as the first point of contact for new patients, delivering exceptional customer service and creating a welcoming experience across all communication channels.
• Manage high volumes of inbound and outbound calls with professionalism, empathy, and efficiency, ensuring each interaction reflects the organization’s standards.
• Collect and verify patient demographic, insurance, referral, and pre-visit information with accuracy and attention to detail.
• Clearly communicate appointment logistics, including time, location, directions, and preparation instructions, to ensure patients are well-informed and prepared.
• Document all call interactions and updates in the applicable system in real time, following established protocols and documentation standards.
• Resolve patient inquiries, concerns, and complaints promptly and effectively, using sound judgment and escalation protocols when necessary.
• Consistently meet or exceed key performance indicators (KPIs), including average call handling time, first-call resolution, and patient satisfaction scores.
• Collaborate with clinical and administrative teams to ensure seamless coordination of care and scheduling accuracy.
• Maintain up-to-date and complete patient records, ensuring data integrity and compliance with HIPAA and all applicable healthcare regulations.
• Escalate complex or sensitive issues to the appropriate department or supervisor for timely resolution.
• Uphold organizational policies and compliance standards in every interaction, ensuring patient confidentiality and regulatory adherence.
• Support additional administrative or operational tasks as assigned, contributing to the overall efficiency of the call center team.
• Other duties as requested or assigned.

• High School diploma or equivalent required.
• Two (2) years call center-related, referral management and/or patient access experience in healthcare preferred with progressive responsibility or equivalent combination of education and work experience.
• Experience with Microsoft Office Products (Outlook, Word, Teams, and Excel) required.
• Knowledge of medical terminology, insurance processes, and HIPAA compliance.
• Strong communication and active listening skills, with empathy and patience.
• Ability to handle high call volumes while maintaining quality service.
• Must successfully complete required onboarding courses and on-demand…