Patient Support and Intake Specialist

Shape the Future of Cancer Treatment at Luminate

Luminate is on a mission to change the way we experience cancer care. We design and build products and services that reduce the financial, physical, and time burdens of cancer treatment. Our programs include enabling cancer care at home and preventing the side effects of anti-cancer therapies, with several active clinical trials around the world.

We’re looking for aPatient Support and Intake Specialist to become the voice of better cancer care for our patients. You will own the non-clinical patient experience, frominitialonboarding through treatment scheduling, ongoing support, and completion of the patient’s treatment program.

You will initially take a hands-on role in speaking with patients, scheduling appointments, answering questions, obtaining required documentation, and resolving concerns.

This role will serve as an important role in building and maintaining Luminate ’s patient-facing communications and supports. You will build a robust patient support infrastructure, develop a social support program for patients, and maintainall patient-facing compliance documentation. Your primary objective will be to ensure that patients can easily reach Luminate , understand what to expect from their care, and always receive a timely and helpful response to questions or concerns.

Previous experience in a patient-facing role in healthcare is required.
Working at Luminate
- This is a keypatient-facing hire at a rapidly growing startup. You will have an opportunity to build relationships with patients and providers and gain first-hand insights into the growth of a start-up.

- We offer a highly competitive salary and equity package, a flexible benefits package, alongside a company laptop, headphones, camera and teamwear.

- We believe in quality of life in our products and for our people, offering flexible working hoursand a generous vacation policy.

What You Will Do:
- Create the patient onboarding process for Luminate 's oncology programs:
- Build and improve a standardized onboarding process from referral through treatment readiness. Contact newly referred patients to explain the service and complete intake.

- Ensure welcome packs, consents, disclosures, and required documents are completed on time.

- Improve patient-facing materials: welcome packs, intro emails/calls, brochures.

- Build and implement the patient scheduling process:
- Build a home-appointment scheduling approach with a process map and call scripting.

- Ensure patients get reminders and clear updates when requirements change.

- Resolve scheduling barriers before they cause delays or cancellations.

- Build Luminate 's support infrastructure:

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- Operate a dedicated support line, plus chat, email, and messaging.

- Set standards for response times, voicemail follow-up, and after-hours communication.

- Develop scripting for scheduling, complaint, and incident calls.

- Oversee a quality-first approach to patient care:
- Maintain consent and disclosure records; no patient proceeds without complete documentation.

- Build an escalation process for incidents involving leadership.

- Create a social support function, including needs assessments and resources like transport, cleaning, and meals.

Personal Attributes – The Ideal Candidate Is:
- Empathetic: You communicate with compassion and patience and understand that patients and families may be experiencing an exceptionally difficult period in their lives.

- Creative: A creative problem solver who is enthusiastic and proactive about new ways to improve the patient experience.

- Open: A proactive team player who seeks to help develop your teammates. You are willing to adopt, engage with and shape company culture in a positive manner.

- Communicative: Excellent written and verbal communication and collaboration skills. You can explain information clearly and sensitively.

- Self-Driven: You have a sense of urgency in your work and th