Call Center Specialist, Healthcare

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage incoming and outgoing calls to potential clients, families, and relevant stakeholders.

• Perform initial screenings for clients and collect precise information to assess eligibility and service needs.

• Confirm insurance eligibility and benefits utilizing designated insurance verification portals and systems.

• Oversee admissions inquiries and provide guidance to prospective clients throughout the intake process.

• Keep accurate records of client information, call notes, and follow-up activities in CRM and EMR systems.

• Follow up with potential clients to facilitate admissions conversion and reduce missed opportunities.

• Utilize approved call-recording platforms to document and review client interactions.

• Monitor and respond to leads generated via social media, digital marketing, and other authorized channels.

• Assist with outbound marketing and lead follow-up efforts to enhance client engagement.

• Collaborate with internal teams to ensure a seamless transition from initial inquiry to the next phase of the admissions process.

• Handle sensitive client information with professionalism and uphold confidentiality.

• Identify issues, address routine inquiries, and escalate complex cases when necessary.

⛳️ Requirements

• Prior experience in healthcare administration, medical admissions, patient intake, or a call center setting.

• Exceptional verbal and written communication skills in English.

• Strong active listening skills and the ability to engage clients effectively.

• Accurate data entry skills with a keen attention to detail.

• Capable of managing various tasks while consistently delivering high-quality service.

• Excellent organizational and problem-solving abilities.

• Ability to communicate with compassion and professionalism when addressing sensitive client inquiries.

• Comfortable making outbound calls, following up with leads, and handling a busy workflow.

• Able to work independently in a fully remote setting.

• Proficient in Microsoft Office 365, including Outlook, Word, and Excel.

• Familiarity with CRM and EMR platforms.

• Comfortable using VoIP phone systems.

• Skilled in word processing and data entry software.

• Proficient with CTM or another approved call-recording platform.

• Familiar with insurance eligibility and verification portals.

• Experienced with client prescreening systems.

• Knowledgeable in using outbound calling tools.

• Familiar with social media and SEO lead-monitoring platforms.

• Full-time availability for 40 hours per week in alignment with US Eastern Time, including coverage on Sundays and a non-traditional schedule.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• Supportive and collaborative work environment.

• Flexible work schedule options.

• Employee wellness programs.