[Hiring] Bilingual Scheduling & Intake Specialist @GoLean Health

Role Description

We are seeking a compassionate, reliable, and highly organized Bilingual Scheduling & Intake Specialist to support a growing personal injury medical practice. This role will manage the patient journey from scheduling through pre-visit intake and documentation. You will serve as an extension of the physician by helping patients feel heard, gathering detailed medical information, ensuring required forms are completed, and keeping communication and scheduling workflows organized.

The practice operates exclusively on personal injury liens and Letters of Protection, with no cash or traditional insurance billing.

Key Responsibilities

• Patient Scheduling & Appointment Coordination
  • Manage end-to-end patient scheduling and ensure appointments are accurately entered and tracked.
  • Send appointment reminders and confirmation messages through text or other approved communication channels.
  • Monitor upcoming appointments and proactively address scheduling changes, cancellations, or outstanding patient requirements.
• Patient Intake & Clinical Documentation
  • Conduct detailed phone intake calls approximately 2 to 3 days before each patient's appointment.
  • Ask structured medical questions, listen carefully to patient histories and complaints, and help patients feel genuinely heard.
  • Accurately type and document intake conversations and upload completed information into the appropriate practice system.
• Lien Forms & Patient Documentation
  • Send patients required lien, Letter of Protection, consent, and signature forms through text or email.
  • Follow up with patients to ensure all required documents are signed before their scheduled appointment.
  • Verify that completed documentation is received, uploaded, and available to the practice before the visit.
• Inbox & Patient Communication
  • Monitor and help manage the clinic's shared email inbox and incoming patient communications.
  • Respond appropriately to routine patient inquiries and identify messages that require escalation to the physician.
  • Communicate with patients in a warm, professional, and empathetic manner, especially when they are anxious, frustrated, or concerned.
• Clinical Triage & Escalation
  • Recognize concerning symptoms during patient conversations using established clinical guidance and protocols.
  • Direct patients experiencing identified emergency symptoms to seek appropriate emergency medical care instead of waiting for an office response.
  • Escalate clinical concerns, unusual situations, or questions to the physician when additional guidance is required.
• Process Documentation & Cross-Coverage
  • Help document workflows and contribute to the development of SOPs and a practice playbook during the first 90 days.
  • Learn the Patient Follow-Up & Legal Records Specialist's core workflows to provide backup coverage when needed.
  • Support additional administrative or patient communication responsibilities during periods of increased workload or team absence.

Qualifications

• Fully fluent in English and Spanish, including confident verbal communication in both languages.
• Nursing, clinical, allied-health, or other healthcare background with experience gathering patient histories and medical complaints.
• Strong knowledge of common medical terminology.
• Excellent listening, interviewing, documentation, and interpersonal skills.
• Ability to communicate empathetically with patients and make them feel heard and cared for.
• Strong attention to detail and consistent follow-through.
• Comfortable working independently while knowing when to escalate concerns.
• Able to work consistently during Mountain Time business hours.

Preferred Qualifications

• Previous experience in personal injury, specialty medicine, medical reception, or clinical intake.
• Experience working with bilingual or Spanish-speaking patient populations.
• Familiarity with Letters of Protection, lien-based medical practices, or legal-medical documentation.

Tools & Systems

• GoLean Productivity Tool for productivity and call-duration monitoring.
• GoLean Private Network for secure access to patient records and practice systems.
• Practice scheduling, email, texting, documentation, form, and patient intake systems. Specific platform names were not identified during the discovery call.

What Success Looks Like

• Patients are scheduled accurately, receive timely reminders, complete required lien and signature forms, and have their intake completed 2 to 3 days before their visit.
• Patient conversations are warm, thorough, and clinically appropriate, with important medical complaints and histories documented accurately and escalated when necessary.
• The physician can rely on you to consistently manage scheduling, intake, inbox communication, and documentation without tasks being missed, while also providing backup support to the second VMA when needed.