Job Description
Description Position Summary: At Pelvic Rehabilitation Medicine (PRM), we believe every patient interaction is an opportunity to make someone feel seen, heard, and supported. As a Medical Intake Specialist, you’ll be the first voice many of our patients hear — a calm, compassionate presence guiding them toward hope and healing.
This is more than a call center role — it’s a vital part of the patient journey. You’ll be connecting with people who may be in pain, confused about their options, or unsure of their next steps. Your job is to listen with empathy, provide clear answers, and help them schedule the care they need — all while keeping a warm and respectful tone.
If you’re someone who thrives in a fast-paced environment, loves helping others, and knows how to stay organized while keeping heart at the center of your work, we’d love to meet you.
What You’ll Be Doing - Be the first point of contact with new patients via inbound/outbound calls, text, chat and email.
- Make outbound calls to patients who’ve requested appointments, ensuring they feel supported and informed every step of the way.
- Reach out to patients identified as potential candidates, provide helpful information about our program, and guide them through the enrollment process.
- Receive inbound calls from new patients who want to schedule an appointment.
- Carefully listen to patient stories and concerns, showing compassion while gathering necessary details.
- Accurately collect and enter clinical, demographic, and insurance information into our scheduling system (eCW).
- Provide clear, thoughtful explanations of appointment prep and follow-up instructions.
- Assist with administrative tasks such as data collection, follow-ups, and internal documentation.
- Represent PRM with grace, empathy, and a patient-first mindset in every interaction.
- Other duties as assigned.
Why Join Us? Working at PRM means joining a team that believes in the power of empathy, clinical excellence, and personalized care. We’re more than a medical practice — we’re a community of professionals who believe every patient deserves to feel heard, respected, and cared for from the very first phone call.
Requirements What We're Looking For: - A genuine desire to help others and make a difference in patients' lives.
- Ability to stay calm, kind, and focused in a fast-paced environment (50–150 calls/day).
- Strong listening skills with the ability to guide conversations and document information accurately.
- Comfort with multitasking and using multiple software programs at once.
- Clear, professional communication skills – both spoken and written.
- Strong understanding of patient confidentiality and HIPAA regulations.
- High school diploma or equivalent.
- At least 1 year of experience working in healthcare or a similar customer-facing role.
- Comfortable working as part of a team.
Preferred - Experience in a sales-influenced or goal-driven customer service environment.
- Background in a medical call center or clinic front desk.
- Familiarity with medical terminology and patient scheduling systems.
- Strong time management and follow-through skills.
- Ability to adapt to changing workflows and priorities.
What does success look like? Success is measured by your ability to quickly and consistently follow-up with patient inquiries helping to guide them into our PRM journey as efficiently as possible, while maintaining exceptional quality and customer satisfaction scores.
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