Medical Receptionist​/Intake Specialist

Medical Receptionist / Intake Specialist

Department: Operations

Employment Type: Full Time

Location: Quest Research Institute - Farmington Hills, MI

Reporting To: Heather Fasczewski

Alcanza is a growing multi-site, multi-phase clinical research company with a network of locations in AL, AZ, FL, GA, IL, MA, MI, MO, NV, SC, TX, VA, and Puerto Rico. We have established a strong presence across Phase I-IV studies and several therapeutic areas including vaccine, neurology, dermatology, psychiatry, and general medicine. Join us as we continue to grow.

The Intake Specialist/Medical Receptionist is the first point of contact at the site and a crucial role. Excellence in customer service is a must as this role is responsible for providing a pleasant experience for the volunteers by offering a warm friendly greeting, answering questions, addressing concerns, and providing assistance. The role acts as the relationship bridge between recruitment and clinic staff to ensure a positive experience from the first phone call to the last visit of the trial.

• This position is the front line of support for the site and may perform a variety of tasks, including but not limited to:
  • Greeting volunteers and other visitors as soon as they arrive;
  • Obtaining and verifying proper identification of each volunteer and uploading it into CTMS;
  • Preparing, providing, and explaining the necessary documents for them to complete and read.
  • Providing answers, information, and conversation to make volunteers feel comfortable and confident in their decision to participate in a trial;
  • Answering inbound calls and emails with a high level of customer service;
  • Placing reminder calls to confirm scheduled appointments (according to guidelines);
  • Assisting with appointment rescheduling as needed;
  • Calling volunteers who are 15 minutes or more late to arrive for their appointment;
  • Notifying appropriate staff of volunteer’s arrival and ensuring they come to greet them promptly;
  • Completing visits in the CTMS with strong attention to detail to ensure the maximum revenue is captured for billing;
  • Updating CTMS with subject profile (demographics) and file/uploading W9 form;
  • Assigning payment cards and issuing stipend payments following visit completion;
  • Coordinating / scheduling transportation for volunteers;
  • Maintaining trackers of no‑show volunteers until reschedule is completed;
  • Maintaining trackers of screening volunteers without an upcoming scheduled appointment;
  • Sending weekly reports of appointment statuses to clinic staff to avoid missed appointments;
  • Maintaining a list of studies conducted at the site and having a general understanding of each;
  • Submitting medical records requests and tracking their progress;
  • Sorting and distributing incoming mail; coordinating postage details & pickups as needed for all outbound mail;
  • Placing supply orders;
  • Compiling office correspondence, filing, copying, collating, and scanning as needed;
  • Assisting with preparing materials for study startup / SIVs;
  • Assisting with special projects as needed;
  • Performing all other duties that may be requested or assigned.

Minimum Qualifications
:
An Associate’s degree and a minimum of 3 years’ experience in customer service, administration or sales, or an equivalent combination of education and experience, is required. Must have well‑developed customer service skills. Experience with calendar management & scheduling is preferred. Bilingual (English / Spanish) proficiency is a plus.

Required Skills:

• Must have excellent customer service skills.
• Proficiency with computer applications such as internet, email and Microsoft applications, and the ability to type proficiently (40+ wpm).
• Must possess strong organizational skills, attention to detail, and basic math proficiency.
• Well‑developed written and verbal communication skills.
• Well‑developed interpersonal and listening skills and the ability to work well independently as well as with co‑workers, subjects, managers and external customers.
• Ability to effectively handle multiple tasks, and adapt to changes in workloads and priorities.
• Ability to be professional, respectful of others, self‑motivated, and exemplify a strong work ethic.
• Must possess a high degree of integrity and dependability.
• Ability to work under minimal supervision.
• Ability to handle highly sensitive information in a confidential and professional manner, in compliance with HIPAA guidelines.

• Full‑time employees regularly scheduled to work at least 30 hours per week are benefit‑eligible, with coverage starting on the first day of the month following the date of hire.
• Medical, dental, vision, life insurance, short and long‑term disability insurance, health savings accounts, supplemental insurances, and a 401k plan with a safe harbor match are offered.