Intake Coordinator and Concierge

About Lumin Health: Lumin Health is at the forefront of a transformative health movement. Our mission is to make cutting-edge mental health treatments accessible to all, pioneering advancements and broadening reach in mental health care for conditions like depression, anxiety, OCD, and PTSD. We are a leading provider of in-network medical psychedelics, specializing in outpatient ketamine and esketamine therapies. 

Why Join Us: As an Intake Coordinator and Concierge at Lumin Health, you will be the face of Lumin health and a compassionate guide for individuals seeking transformative mental health care. You’ll play a crucial role in welcoming prospective patients, answering their questions, and facilitating their journey toward healing. This role offers flexibility in hours and an opportunity for hybrid-remote or fully-remote work after initial training.

Job Summary: We are seeking an empathetic and organized Intake Coordinator and Concierge to serve as the first point of contact for prospective patients. You will conduct scheduled outbound calls, handle inbound inquiries, and respond to real-time chat and text messages from prospective patients interested in our treatment options. You will then guide patients through each step of our onboarding process—from initial inquiry to verifying insurance information and scheduling treatment—ensuring a seamless and supportive experience. You will coordinate with internal teams to facilitate prior authorizations and other requirements, all while supporting patients dealing with conditions such as depression, trauma, PTSD, and anxiety.

Location: Onsite with option for hybrid and remote after initial training

Key Responsibilities:

• Patient Communication:
• Conduct scheduled outbound calls to prospective patients, following up as needed for no-shows or unanswered calls.
• Answer inbound phone calls during your scheduled hours, providing accurate information about Lumin Health’s services and treatment options.
• Respond promptly to real-time chat and text inquiries from patients, maintaining a professional and empathetic tone.
• Learn about and be able to speak to Lumin Health’s treatment options, benefits/drawbacks, insurance coverage questions, timing, and other inquiries
• Patient Navigation:
• Guide patients through the care process, moving them from inquiry to information, intake, prior authorization (if needed), and scheduled treatment.
• Collect necessary patient information and ensure accurate documentation in our internal systems.
• Schedule intake appointments and ensure they occur smoothly, following up with patients as needed.
• Coordination and Collaboration:
• Coordinate with the insurance team to facilitate prior authorizations when necessary.
• Communicate with internal operations teams and clinicians to obtain answers to complex questions.
• Ensure a smooth handoff to the patient’s ultimate choice of treatment center.
• Process Management:
• Utilize internal tools such as HubSpot CRM and spreadsheets to track patient progress and manage multiple patient relationships simultaneously.
• Maintain organized records and communication logs, ensuring all patient interactions are documented accurately.
• Continuous Improvement:
• Provide feedback on common patient inquiries to help improve informational resources.
• Collaborate with team members during downtime to enhance patient care processes.

Required Qualifications:

• Bachelor’s degree or equivalent experience.
• Proven experience in customer service, patient coordination, or a related role.
• Excellent verbal and written communication skills.
• Exceptional organizational skills with the ability to manage multiple tasks concurrently.
• Proficiency with CRM systems (preferably HubSpot), spreadsheets, and communication tools.
• Empathetic and patient-centered approach to interaction.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Strong problem-solving abilities and resourcefulness.
• Comfortable working independently and remotely with the discipline to manage time effectively.
• Quite, private environment to discuss patient queries and information.

Desired Skills:

• Experience in a healthcare setting, especially a mental health setting.
• Familiarity with patient navigator or care coordinator roles.
• Knowledge of mental health conditions such as depression, PTSD, and anxiety.
• Ability to build strong relationships with patients and internal teams.
• Proficiency in managing multiple communication channels (phone, chat, text).
• Tech-savvy with the ability to quickly learn new software and tools.
• Hospitality or customer service background with a focus on creating positive experiences.
• Strong multitasking abilities and attention to detail.