Call center Specialist (Healthcare)

About the Role

We are looking for a compassionate, organised, and detail-oriented Healthcare Admissions & Intake Coordinator to manage incoming enquiries, screen prospective clients, verify insurance eligibility, and support the admissions process. The ideal candidate has experience in healthcare administration, call centre operations, client intake, or admissions, with strong communication skills and the ability to manage high call volumes while maintaining accurate records. This role requires someone who can engage professionally with prospective clients, identify their needs, collect relevant information, and guide them through the initial stages of the healthcare admissions process. Experience with CRM and EMR systems, insurance verification, and outbound calling is highly advantageous.

Key Responsibilities

• Handle incoming and outgoing calls to prospective clients, families, and relevant stakeholders.
• Conduct initial client screenings and gather accurate information to determine eligibility and service requirements.
• Verify insurance eligibility and benefits using designated insurance portals and verification systems.
• Manage admissions enquiries and guide prospective clients through the intake process.
• Maintain accurate client records, call notes, and follow-up activities within CRM and EMR systems.
• Follow up with prospective clients to support admissions conversion and minimise missed opportunities.
• Use approved call-recording platforms to document and monitor client interactions.
• Monitor and respond to leads generated through social media, digital marketing, and other approved channels.
• Support outbound marketing and lead follow-up activities to improve client engagement.
• Coordinate with internal teams to ensure a smooth transition from initial enquiry to the next stage of the admissions process.
• Handle sensitive client information professionally and maintain confidentiality.
• Identify issues, resolve routine enquiries, and escalate complex cases when necessary.

Minimum Requirements

• Previous experience in healthcare administration, medical admissions, patient intake, or a call centre environment.
• Excellent verbal and written English communication skills.
• Strong active listening and client engagement abilities.
• Accurate data-entry skills and attention to detail.
• Ability to manage multiple tasks while maintaining a high standard of service.
• Strong organisational and problem-solving skills.
• Ability to communicate with empathy and professionalism when handling sensitive client enquiries.
• Comfortable making outbound calls, following up with leads, and managing a busy workflow.
• Ability to work independently in a fully remote environment.

Preferred Experience

• Healthcare admissions and client intake.
• Insurance eligibility and benefits verification.
• Medical administration and patient coordination.
• CRM and EMR systems.
• Call centre operations and outbound marketing.
• Client prescreening and eligibility assessments.
• Social media lead monitoring and SEO-related lead generation.

Required Software and Tools

Candidates should be comfortable using:

• Microsoft Office 365, including Outlook, Word, and Excel.
• CRM and EMR platforms.
• VoIP phone systems.
• Word-processing and data-entry software.
• CTM or another approved call-recording platform.
• Insurance eligibility and verification portals.
• Client prescreening systems.
• Outbound calling tools.
• Social media and SEO lead-monitoring platforms.

Essential Skills and Competencies

• Excellent English communication.
• Active listening and empathetic client engagement.
• Accurate data entry and record management.
• Healthcare administration and insurance knowledge.
• Client screening and information gathering.
• Strong organisation and multitasking.
• Problem-solving and attention to detail.
• Professional telephone etiquette.
• Consistent follow-up and lead management.
• Confidentiality and discretion when handling client information.

Working Schedule

This is a full-time position requiring 40 hours per week , aligned with US Eastern Time. Working schedule is:

Day US Eastern Time (EST) South African Time (SAST), Monday 1 PM – 9 PM 8 PM – 4 AM Tuesday 1 PM – 9 PM 8 PM – 4 AM Wednesday 1 PM – 9 PM 8 PM – 4 AM Thursday 1 PM – 9 PM8 PM – 4 AM Friday 8 AM – 11 AM 3 PM – 6 PM Saturday Off Sunday 12 PM – 5 PM 7 PM – 12 AM

The Ideal Candidate

The ideal candidate is friendly, professional, empathetic, and confident communicating with prospective healthcare clients. They can balance client care with accurate administration, manage incoming enquiries and outbound follow-ups, and use technology effectively to keep the admissions process organised. They should be comfortable working a non-traditional schedule to support US operations, including Sunday coverage, while maintaining a high level of professionalism and attention to detail.