Patient Intake Specialist, Customer Service

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

📋 Description

• Act as the main contact for inquiries from new patients and follow up on intake via phone and email.

• Perform structured intakes to gather patient demographics, contact and shipping information, clinical qualifiers, ordering provider details, insurance data, and any other necessary information.

• Clarify the intake process, including timelines, documentation needs, and next steps.

• Recognize intake obstacles such as missing documents, incomplete information, or ambiguous provider details, and take suitable follow-up actions.

• Maintain clear case notes and provide accurate status updates for internal visibility.

• Collect and accurately document U.S. payer, policy, subscriber, and coverage information.

• Assist with eligibility and benefits verification, coverage reviews, and prior authorization workflows.

• Collaborate with insurance verification, prior authorization, billing, and operations teams to facilitate case progression towards order readiness.

• Address missing information requests and escalate complex or urgent insurance matters.

• Provide support for recurring monthly medical supply orders and associated service needs.

• Help with order status, shipping and delivery inquiries, insurance questions, documentation requests, and patient payments.

• Communicate respectfully and patiently with elderly patients, caregivers, adult children, and other family members.

• Complete prompt follow-ups to aid in the transition from intake to fulfillment and minimize patient drop-off.

• Utilize approved scripts while ensuring a natural, friendly, and conversational communication style.

• Guarantee that intake records and supporting documents are thorough, accurate, organized, and properly stored.

• Document patient interactions, outcomes, follow-up commitments, and case updates.

• Monitor assigned queues and drive the progress of cases while adhering to service, quality, and cycle-time standards.

• Adhere to privacy, information security, patient data, and professional conduct policies.

• Engage in training, quality calibration, coaching, and continuous improvement initiatives.

• Identify recurring patient or process challenges and provide constructive feedback to management.

⛳️ Requirements

• Minimum of 1 year of experience in patient-facing healthcare customer service, patient intake, medical office administration, durable medical equipment (DME), or a comparable role within U.S. healthcare support.

• Familiarity with U.S. health insurance terminology, eligibility and benefits, coverage, and prior authorization concepts.

• Experience with Medicare and Medicare Advantage is highly preferred.

• Comfort with frequent phone interactions with patients, caregivers, and family members.

• Strong verbal and written communication skills in English, characterized by a friendly, patient, empathetic, and conversational tone.

• Ability to explain insurance, documentation, and process requirements in clear and straightforward language.

• Exceptional attention to detail, organization, follow-up, case documentation, and time management skills.

• Capability to manage multiple active cases in a fast-paced environment while meeting service and quality standards.

• Experience in supporting recurring medical supplies, order coordination, shipping issues, or payment collection is preferred.

• High school diploma or equivalent is mandatory.

• Professionalism, integrity, discretion, and a strong commitment to providing an outstanding patient experience.

🏝️ Benefits

• Work from home.

• Adhere to the U.S. holiday schedule.