Intake Ops L3 Q3 2025

The Intake Operations Specialist plays a foundational role in ensuring the timely and accurate setup of patient records within the GUIDE program. This role focuses on backend intake workflows, tracking and uploading documentation, handling incoming direct-to-consumer (DTC) and referral calls, and preparing charts for clinical handoff. Attention to detail, strong time management, and the ability to navigate complex systems are essential. Responsibilities include chart accuracy, troubleshooting data issues, and contributing operational insights through tracking and reporting.

Documentation & Records Management

• Enter post-call information and verify essential documents for upcoming assessments.
• Communicate documentation needs across the broader team
• Monitor shared emails and folders for incoming documentation; upload to EMR and update trackers.
• Identify trends in missing documentation and share insights to improve workflows.

Referral & DTC Intake

• Manage incoming patient referrals and direct-to-consumer (DTC) calls.
• Collect necessary patient information and documentation to initiate intake.
• Scheduling of next steps with Clinical team

Chart Preparation 

• Update patient charts with intake progress, medications, and documentation status.
• Ensure clinical readiness, request and track medical records, and escalate delays.
• Perform regular audits to maintain data accuracy.

Team Collaboration & Escalation

• Partner with Customer Success Managers to align on patient needs and share updates.
• Participate in weekly team syncs to review cases and streamline reporting.
• Escalate issues blocking intake or documentation progress.

Operations & Process Management

• Track patient intake using internal dashboards and ensure SLAs are met.
• Suggest workflow improvements to enhance efficiency and patient experience.
• Maintain SOP documentation and communicate proactively with cross-functional teams.
• Communicate clearly and proactively with cross-functional partners including CSMs and Clinical team members to ensure SLAs are met.

• Strong organizational skills with the ability to prioritize tasks under tight deadlines.
• Experience with Athena or similar EMR platforms preferred; Google Workspace proficiency required.
• Strong written communication skills and ability to escalate or follow up professionally.
• Prior experience in healthcare operations, medical records, or intake coordination is a plus.
• Detail-oriented with a commitment to data accuracy and timely follow-through.
• Ability to work both independently and collaboratively in a remote team setting.
• Comfort working in a fast-paced startup environment, managing competing deadlines, and identifying workflow bottlenecks before they impact service delivery.

We feel it is essential to invest in benefits that enable our employees to live healthy and full lives, including: 

• Unmatched opportunity for professional development and career growth. We’ll work closely with you to reach your career goals.
• Ability to work from the comfort and convenience of your home. We are a fully remote company.
• Generous PTO.
• Highly competitive health insurance coverage for a startup at our stage.  We also offer vision and dental plans.
• Significant post-series A equity.