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.
Requirements
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.

Work arrangement
Yes