Senior Patient Intake Specialist

Description

Receive. Advocate. Convert.

AICA Orthopedics Marietta, GA Full-Time, On-Site

Hourly + performance bonuses Range confirmed before posting

When an injured person calls AICA, they are often in pain, confused, and deciding in real time whether to take action. You are the first voice they hear — and your job is to make sure they follow through.

Your primary function is inbound: receive every contact, earn trust fast, and convert that conversation into a scheduled appointment. At the senior level, you also handle escalated cases, set the quality standard, and support the development of newer agents.

AICA is Atlanta's premier integrated orthopedic and injury care network — 21 locations, 400+ employees, and 25 years caring for accident victims across metro Atlanta. Our patient population is primarily personal injury: individuals managing auto accidents, attorney relationships, and insurance coordination while trying to get their lives back. We are fast-moving, data-driven, and growing.

• Answer inbound calls, web inquiries, and referrals — primarily auto accident and PI patients.
• Convert contacts into scheduled appointments through empathetic, consultative conversation.
• Route each patient correctly based on injury type, insurance status, and attorney representation.
• Handle escalated or complex patient situations with professionalism and sound judgment.
• Meet answer rate and inbound conversion targets as primary performance metrics.

• Connect unrepresented patients to attorney referral resources when appropriate.
• Coordinate with attorney offices on referred cases; document referral status in Salesforce.
• Meet attorney referral rate as a standing KPI.

• Serve as a quality benchmark for the inbound team — your calls set the standard.
• Support onboarding and development of newer agents through call shadowing and peer coaching.
• Surface process gaps or patient experience issues to the contact center manager.

• Own complete, accurate Salesforce documentation for every patient interaction.
• Maintain full HIPAA compliance across all patient communications and records.
• Use CRM reporting to self-monitor performance and flag follow-up gaps.

Primary performance metrics:

• Answer rate — no inbound contact left unaddressed within SLA
• Inbound call-to-appointment conversion rate
• Show rate — scheduled patients who arrive for their first appointment
• Attorney referral rate — eligible patients connected to legal resources
• Patient satisfaction score
• Data input accuracy — CRM record quality across all interactions

• Healthcare, medical scheduling, or personal injury experience.
• Familiarity with attorney referral processes or insurance coordination.
• 3+ years in an inbound call center, patient intake, or appointment-setting role.
• Demonstrated track record meeting or exceeding inbound conversion and answer rate targets.
• Salesforce or equivalent CRM proficiency; comfortable managing multiple platforms simultaneously.
• Exceptional active listening and empathy — you de-escalate without losing the conversion.
• Sound judgment for handling complex or sensitive patient situations independently.
• Typing speed of 40+ WPM with strong data entry accuracy.
• Bilingual English/Spanish a strong plus given our patient population.

• Base salary commensurate with experience — range confirmed before posting.
• Performance bonuses tied to conversion rate, answer rate, and show rate.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid holidays and PTO.
• Structured onboarding, ongoing coaching, and career advancement within AICA's growing network.

• On-site at AICA headquarters, Marietta, GA.
• Full-time, 40 hours per week, Monday through Friday.
• Schedule flexibility considered for the right candidate based on business need.

• Healthcare, medical scheduling, or personal injury experience.
• Familiarity with attorney referral processes or insurance coordination.
• 3+ years in an inbound call center, patient intake, or appointment-setting role.
• Demonstrated track record meeting or exceeding inbound conversion and answer rate targets.
• Salesforce or equivalent CRM proficiency; comfortable managing multiple platforms simultaneously.
• Exceptional active listening and empathy — you de-escalate without losing the conversion.
• Sound judgment for handling complex or sensitive patient situations independently.
• Typing speed of 40+ WPM with strong data entry accuracy.
• Bilingual English/Spanish a strong plus given our patient population