Patient Intake and Customer Service Specialist

Job description

Position Summary The Patient Intake and Customer Service Specialist manages the patient journey from the initial inquiry through intake completion and ongoing service. The role speaks directly with U.S. patients, caregivers, and family members to collect demographic, clinical, provider, shipping, and insurance information; explain documentation and coverage requirements; coordinate with internal insurance and operations teams; and provide continued support for recurring medical supply orders, shipping concerns, insurance questions, and payments. This is a phone intensive, patient facing position supporting a population that is primarily covered by Medicare and Medicare Advantage. The successful candidate must combine practical U.S. health insurance knowledge with a warm, patient, and conversational approach. Job Details Work from home 8:00AM to 5:00PM Eastern Time, Sunday to Thursday or Tuesday to Saturday Follows US holiday Responsibilities Patient Intake and Onboarding Serve as the primary point of contact for new patient inquiries and intake follow up through phone and email. Conduct structured intake to collect patient demographics, contact and shipping details, clinical qualifiers, ordering provider information, insurance information, and other required data. Explain the intake process, expected timelines, documentation requirements, and next steps in clear and simple language. Identify intake barriers early, including missing documents, incomplete information, or unclear provider details, and take appropriate follow up action. Maintain clear case notes and accurate status updates so internal teams have real time visibility into each patient's progress. Insurance Verification and Authorization Coordination Collect accurate U.S. insurance information and ensure payer, policy, subscriber, and coverage details are captured correctly. Support eligibility and benefits verification, coverage review, and prior authorization workflows by ensuring all required patient information and documentation are available. Coordinate closely with insurance verification, prior authorization, billing, and operations teams to move cases toward order readiness. Respond promptly to requests for missing information and escalate complex or time sensitive insurance issues to the appropriate team member. Ongoing Patient and Customer Support Provide continued support after onboarding for recurring monthly medical supply orders and related service needs. Assist with order status, shipping and delivery concerns, insurance questions, documentation requests, and patient payments when required. Communicate respectfully and patiently with elderly patients, caregivers, adult children, and other family members involved in the patient's care. Complete timely follow up to support a smooth intake to fulfillment experience and reduce patient drop off. Use approved scripts as a guide while maintaining a natural, friendly, and conversational communication style. Documentation, Quality, and Compliance Ensure intake records and supporting documents are complete, accurate, organized, and stored correctly. Document all patient interactions, outcomes, follow up commitments, and case updates in a clear and professional manner. Monitor assigned queues and drive case progression while meeting service, quality, and cycle time expectations. Follow company policies relating to privacy, information security, patient data, and professional conduct. Participate in training, quality calibration, coaching, and continuous improvement activities. Identify recurring patient or process issues and provide constructive feedback to leadership. Qualifications 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 is required. Experience with Medicare and Medicare Advantage is strongly preferred. Demonstrated 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. An associate or bachelor's degree is preferred. Professionalism, integrity, discretion, and a strong commitment to delivering an exceptional patient experience.