About

• Description
• About Brook Inc
• Brook Health delivers care beyond the walls of the doctor’s office. Brook provides people living with chronic conditions a highly personalized experience enhanced by AI and powered by mobile apps, connected devices, and a team of health coaches and clinicians. We help people achieve their long-term health goals by supporting smart, daily decisions and partnering with their primary care physicians.

• Our product suite includes continuous remote monitoring, population health management tools, and a CDC-approved diabetes prevention program.

• Brook has an intentional, user-centric culture with high expectations for delivering better health outcomes for patients, providers, and health systems.

• Job Overview
• The Intake Specialist, Licensed Practical Nurse, plays a key role in welcoming and onboarding new patients into Brook’s Remote Care program. This role is responsible for conducting patient outreach calls, explaining program benefits, developing initial care plans, and guiding patients through device setup and their first readings.
• As the first point of contact for many patients, you will represent Brook’s mission and values — helping patients feel supported, confident, and ready to engage in their care. You will work collaboratively across the Intake and Care Teams, ensuring a smooth onboarding experience that drives patient engagement and program success.

• This is a Full-Time, Remote position, operating within the Eastern Standard Time Zone.
• Requirements
• Key Responsibilities

• Patient Assessment & Eligibility: Conduct comprehensive reviews of subjective and objective patient information to determine eligibility and readiness for remote monitoring. Document assessments and enrollment decisions accurately and in real time.

• Onboarding & Education: Educate patients and caregivers on Brook’s Remote Care program, expected participation, and how remote monitoring fits into daily routines. Guide patients through account creation in the Brook Health app and support them through their first device readings (e.g., blood pressure, scale).

• Device Setup & Technical Guidance: Instruct patients on proper use of monitoring devices, including frequency of use, correct technique, and troubleshooting. Provide calm, clear guidance to help patients feel confident using new technology.

• Outreach & Enrollment Calls: Conduct proactive outreach and consent calls to introduce Brook’s services, explain program value, and encourage enrollment in the Remote Care program. Approach each interaction with empathy and confident persuasion, helping patients understand how Brook can meaningfully improve their health. Build rapport quickly, identify barriers or hesitations, and tailor communication to patient needs and motivations. Use influencing and active listening skills to educate, motivate, and inspire participation.

• Outbound Call Management: Demonstrate comfort with high-volume outbound calling and consistent patient follow-up. Recognize that some interactions may feel like “cold calls” and maintain professionalism, positivity, and patience in every exchange. Manage call lists, track outreach progress, and follow up as needed to ensure timely patient enrollment and a positive first impression of Brook.

• Patient Engagement & Relationship Building: Serve as the first live connection to Brook for many patients. Build trust quickly, set expectations for ongoing support, and create a positive first impression that supports long-term engagement.

• Caseload & Follow-Through: Manage a steady volume of scheduled and unscheduled outreach, including “cold call” style engagement. Track outreach attempts, enrollment status, and next steps across multiple patients simultaneously.

• Cross-Functional Coordination: Partner with the Care Team and other internal teams to ensure smooth handoff from intake to ongoing remote monitoring and care delivery. Surface patient feedback, barriers, and themes to support program improvement.

• Process Improvement & Consistency: Identify opportunities to streamline onboarding workflows, call scripts, device education, and documentation practices to improve efficiency, scalability, and patient experience.

• Systems Navigation & Documentation: Work in multiple internal systems — including Slack, Zoom, POP, and X-Dash — while engaging with patients in real time. Capture accurate notes, actions taken, and education provided to ensure continuity of care and compliance.

• Knowledge, Skills, and Abilities
• Strong verbal communication and interpersonal skills; able to engage with warmth, confidence, and clarity.
• Demonstrated ability to influence, persuade, and motivate patients to take positive action through education, empathy, and trust-building.
• Skilled at guiding conversations toward successful outcomes while maintaining a patient-first and service-oriented approach.
• Demonstrated ability to multitask across digital systems while maintaining high-quality patient interactions.
• Strong critical thinking and problem-solving abilities to assess eligibility and address patient concerns.
• Empathetic and approachable demeanor that builds patient trust and motivation.
• Technically proficient and comfortable troubleshooting devices and software applications with patients.
• Organized, dependable, and able to work both independently and collaboratively in a fast-paced, remote environment.

• Preferred Experience
• Minimum 3 years of telephonic triage, intake, or clinic outreach experience.
• Experience managing caseloads of remote or telephonic patient communications.
• Licensed Practical Nurse (LPN) with active unrestricted Massachusetts license (required); licensure in NY and CT preferred or willingness to obtain.
• Background in primary care, home health, nursing home, or hospital environments preferred.
• Familiarity with remote patient monitoring or virtual care programs.
• Comfort with both patient education and customer service–style outreach (consent calls, proactive engagement).

• Why Join Brook
• Fast-paced environment – Brook operates in two of the fastest-changing industries in America — Healthcare and Technology. We move quickly to design tools and protocols based on customer and industry feedback. Thriving in an environment of change and continuous improvement is essential for every team member.

• Dynamic roles – We are a small, tight-knit team tackling complex challenges in an entrenched industry. All team members contribute to company protocols, provide product feedback, and think critically about our processes and care model.

• High expectations – Brook has big goals for the future, and we expect dedication, accountability, and positive collaboration from our team to achieve them.

• This position is not eligible for relocation or visa sponsorship. Candidates must live within a commuting distance from the office. This is a hybrid role, onsite in the office required weekly along with remote work.

• Brook is as focused on our employees’ health as we are on that of our patients. Our Benefits program reflects that. We recognize that health does not just mean physical health, but mental and financial health as well. We make every effort to cover all those areas in our plan offerings.

• Benefits at Brook Health
• In addition to meaningful work in a mission-driven company, Brook offers a comprehensive benefits package designed to support the medical, financial and mental health wellbeing of our employees and their families.
• Healthcare Coverage
• Employee & Child(ren): Brook pays 100% of premiums for full-time employees and their child or children for Medical, Dental, and Vision coverage. This means there are no paycheck deductions for you or your child(ren).
• Spouse/Domestic Partner: Brook contributes 50% of premiums for coverage of a spouse or domestic partner.
• HSA Contribution: Employees who enroll in our HSA-eligible medical plan receive a Brook-funded contribution to help cover medical expenses such as deductibles, prescriptions, and office visits.
• Medical Concierge: Brook provides a concierge service to help employees and their families manage healthcare needs like claims, referrals, and care coordination.
• Mental Health & Wellbeing
• Mental Health Support: Brook supplements the mental health coverage included in our medical plan with additional resources. Employees have access to free therapy sessions through Spring Health, providing confidential, professional support when it’s needed most.
• Flexible PTO: Our PTO program is truly flexible — no accruals and no preset limits. You and your manager decide what’s reasonable, so you can take the time you need to recharge. In addition, we provide dedicated sick time to support your health and well-being, and a generous holiday schedule that ensures time to rest and celebrate with family and friends.
• Financial Wellness & Security
• Income Protection: Brook provides Short-Term and Long-Term Disability insurance to all full-time employees, helping replace income during an illness or injury. Short-Term Disability works alongside any state or insurance benefits and Brook coverage to provide added financial support while you’re away from work.
• Life Insurance: Brook provides company-paid life insurance equal to one times salary, up to a set maximum.
• 401(k) Retirement Savings: All employees (full-time and part-time) are automatically enrolled in our 401(k) plan. Brook provides a company match to help employees grow their retirement savings.
• Emergency Savings Account (ESA): Brook helps employees build financial resilience by supporting contributions to an emergency savings account. Brook matches a portion of employee contributions, helping the fund grow faster. The account is completely flexible — you decide what qualifies as an emergency and how to use the funds.
• Recognition & Community
• Employee Referral Bonus: Great people know great people. When you refer a candidate who is hired, you’ll receive a referral bonus.
• Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship or any other protected characteristic covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.