Healthcare Intake & Customer Service Specialist

Job Description

Job Description

Description:

The Intake Specialist supports the accurate and timely onboarding of new patients into the pharmacy. This role contacts patients or their representatives, verifies demographic, insurance, billing, and authorization information, and enters required information into pharmacy systems. The Intake Specialist provides professional service by phone and helps ensure patient records are complete before services begin.

Job Responsibilities

• Call new patients or their representatives to introduce the pharmacy and explain the intake process.
• Confirm patient demographic, contact, facility, and billing information.
• Verify the patient’s power of attorney or other authorized representative, when applicable.
• Confirm where billing statements and other account communications should be sent.
• Review and verify insurance and payer information using established procedures.
• Process new admissions, readmissions, transfers, payer changes, discharges, and demographic updates.
• Enter and update patient information accurately within pharmacy and electronic record systems.
• Follow up with patients, facilities, or internal departments regarding missing or incomplete information.
• Maintain organized intake records and document communications accurately.
• Protect confidential patient and financial information.
• Meet established quality, productivity, attendance, and turnaround-time expectations.
• Escalate unusual or unresolved intake concerns to the appropriate team member or manager.
• Other responsibilities as assigned by leadership.

Requirements:

Basic Qualifications

• High school diploma, GED, or equivalent capability.
• No prior related experience is required.
• Strong telephone communication and customer service skills.
• Ability to learn and follow established intake, documentation, and insurance-verification procedures.
• Strong attention to detail and ability to enter information accurately.
• Ability to remain professional when discussing sensitive patient or financial information.
• Basic computer skills and ability to learn pharmacy and electronic record systems.
• Ability to work collaboratively and meet quality, productivity, attendance, and service expectations.

Preferred Qualifications

• Previous experience in a pharmacy, healthcare, customer service, data-entry, insurance, or regulated environment.
• Experience communicating with patients, caregivers, or healthcare facilities.
• Familiarity with insurance verification or pharmacy systems.
• Pharmacy Technician registration or license, where applicable.