About Crane Center for Transgender Surgery

The Crane Center is a world-renowned Transgender surgical practice, with locations in Greenbrae, California, Boulder, Colorado, and Austin, Texas. We have eight highly specialized surgeons and a multidisciplinary clinical team which allows us to offer all aspects of gender-affirming surgery. 

Title: Patient Intake Specialist

Department: Support Services

Status: Full Time, Hourly

Location: Austin, TX- Hybrid after 90 days

Job Summary:

The Patient Intake Specialist at the Crane Center is the first point of contact for all new and returning patient inquiries. The Patient Intake Specialist reports to the Director, Support Services. This role involves ensuring an efficient intake process by gathering patient information, verifying insurance, and scheduling appointments while collaborating closely with healthcare providers to coordinate timely patient care. The Patient Intake Specialist maintains accurate documentation, tracks intake progress, and follows up with patients and providers to address any issues, ensuring a smooth and positive experience. Strong communication, organization, and attention to detail are highly needed.

Key Responsibilities:

· Answer incoming calls to educate and guide prospective and returning patients through the patient intake process.

· Manage and process all new and returning patient inquiries for surgical procedures (email, phone, in-person).

·Collect and process patient intake-required documentation (insurance, driver’s license, photos, insurance-required referrals, WPATH letters, etc.).

·Continuously update and enter incoming patient records utilizing the practice electronic health record (EHR) system. (i.e., demographic and insurance changes, etc.)

·Schedule, confirm, and reschedule intake-required documentation and/or patient appointments based on patient needs and provider availability for all Crane Center locations.

·Determine patient payment coverage status (insurance, self-pay, funding agreement, grant).

·Utilization of strong communication skills to properly respond to patients and any escalated situations.

·Collaborate with internal and external corresponding stakeholders to facilitate a collaborative and integrated approach to patient care.

·Analyze and interpret data from various reports, including trends from new patient submissions and patient intake metrics, to assist in identifying patterns, enhance patient engagement, and optimize intake processes for improved efficiency and patient experience.

·Assist in identifying and connecting with community resources and organizations to expand patient outreach initiatives and promote healthcare services. Collaborate with community partners to enhance patient awareness and access to healthcare options.

·Ensure all referral processes follow relevant healthcare regulations, including HIPAA and insurance guidelines.

Qualifications:

·High school diploma or GED.

·2+ years of experience in healthcare administration and customer service.

·Professional verbal and written communication skills

·Strong interpersonal skills and exceptional customer service skills.

·Proficiency in using computers and electronic health record systems.

·Ability to multitask and prioritize tasks.

·Attention to detail and accuracy.

·Experienced with MAC, Office 365, and other related products

Skills:

·Proficiency in using EHR systems, medical terminology, and insurance billing procedures.

·Excellent communication, listening, and problem-solving skills.

·Ability to work in a fast-paced environment and handle high-volume workloads.

·Ability to manage multiple tasks, prioritize, and meet deadlines.

·Ability to provide exceptional customer service in a fast-paced environment.

·Provide excellent customer service to patients and their families.

·Ability to analyze and interpret patient data

Benefits:

·Compensation package

·Comprehensive health, dental, and vision insurance

·401(k) retirement saving plan with company matching

·Opportunities for career growth and professional development

·Paid time off and holidays.