Patient Intake Specialist, Customer Service
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Job Description
Patient intake specialist supporting U.S. patients with insurance verification and recurring medical supply orders. Managing phone-based onboarding, documentation, shipping, and payment support.
Responsibilities:
- Serve as the primary point of contact for new patient inquiries and intake follow-up through phone and email
- Conduct structured intake and collect patient demographics, contact and shipping details, clinical qualifiers, ordering provider information, insurance information, and other required data
- Explain intake processes, timelines, documentation requirements, and next steps
- Identify intake barriers, including missing documents, incomplete information, or unclear provider details, and take appropriate follow-up action
- Maintain clear case notes and accurate status updates for internal visibility
- Collect and accurately record U.S. payer, policy, subscriber, and coverage details
- Support eligibility and benefits verification, coverage review, and prior authorization workflows
- Coordinate with insurance verification, prior authorization, billing, and operations teams to move cases toward order readiness
- Respond to missing-information requests and escalate complex or time-sensitive insurance issues
- Support recurring monthly medical supply orders and related service needs
- Assist with order status, shipping and delivery concerns, insurance questions, documentation requests, and patient payments
- Communicate respectfully and patiently with elderly patients, caregivers, adult children, and other family members
- Complete timely follow-up to support intake-to-fulfillment and reduce patient drop-off
- Use approved scripts while maintaining natural, friendly, conversational communication
- Ensure intake records and supporting documents are complete, accurate, organized, and stored correctly
- Document patient interactions, outcomes, follow-up commitments, and case updates
- Monitor assigned queues and drive case progression while meeting service, quality, and cycle-time expectations
- Follow privacy, information security, patient data, and professional conduct policies
- Participate in training, quality calibration, coaching, and continuous improvement activities
- Identify recurring patient or process issues and provide constructive feedback to leadership
Requirements:
- At least 1 year of experience in patient facing healthcare customer service, patient intake, medical office administration, durable medical equipment (DME), or a similar U.S. healthcare support role
- Working knowledge of U.S. health insurance terminology, eligibility and benefits, coverage, and prior authorization concepts
- Experience with Medicare and Medicare Advantage is strongly preferred
- Comfort handling frequent phone conversations with patients, caregivers, and family members
- Strong verbal and written English communication skills, with a friendly, patient, empathetic, and conversational style
- Ability to explain insurance, documentation, and process requirements in clear and simple language
- Excellent attention to detail, organization, follow up, case documentation, and time management skills
- Ability to manage multiple active cases in a fast-paced environment while meeting service and quality expectations
- Experience supporting recurring medical supplies, order coordination, shipping concerns, or payment collection is preferred
- High school diploma or equivalent is required
- Professionalism, integrity, discretion, and a strong commitment to delivering an exceptional patient experience
Benefits:
- Work from home
- Follows US holiday schedule
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