Patient Intake and Customer Service Specialist

About the role

The Patient Intake and Customer Service Specialist manages the full patient journey, from the first inquiry through intake completion and ongoing support. This phone‑intensive, work‑from‑home position serves U.S. patients, primarily covered by Medicare and Medicare Advantage, and requires a warm, conversational approach combined with practical health‑insurance knowledge.

Key responsibilities

• Serve as the primary point of contact for new patient inquiries, conducting structured intake via phone and email to collect demographics, clinical, provider, shipping, and insurance information.
• Explain the intake process, documentation requirements, timelines, and next steps in clear, simple language.
• Identify and resolve intake barriers such as missing documents or incomplete information, maintaining accurate case notes and status updates.
• Collect and verify U.S. insurance details, support eligibility checks, benefits verification, and prior‑authorization workflows, coordinating with internal teams.
• Provide ongoing support for recurring medical‑supply orders, shipping concerns, insurance questions, and payment issues, communicating respectfully with patients and caregivers.

Required profile

• At least 1 year of experience in patient‑facing healthcare customer service, intake, medical office administration, or DME support.
• Working knowledge of U.S. health‑insurance terminology, eligibility, benefits, and prior‑authorization concepts; Medicare experience preferred.
• Strong verbal and written English communication skills with a friendly, empathetic style.
• Excellent attention to detail, organization, case documentation, and time‑management abilities.
• High school diploma or equivalent required; associate or bachelor’s degree preferred.