Remote Healthcare Specialist

A Remote Intake Specialist is a customer service professional who provides exceptional patient care through phone communication, efficient information gathering, and seamless appointment scheduling.

• Frontline Patient Communication: Answer and manage intake phone calls from patients in a friendly, professional manner, acting as a remote receptionist. Provide a warm welcome, calmly reassure patients in urgent or stressful situations, and collect initial information with empathy and efficiency.

• Patient Information Gathering: Obtain and record detailed client information, including personal details, location, and a summary of symptoms or chief complaints. Listen actively to understand the patient's condition and ask clarifying questions to ensure accurate information for the medical team. Maintain confidentiality and sensitivity when handling personal health information.

• Appointment Scheduling: Quickly assess the urgency of the patient's needs and schedule same-day or urgent appointments accordingly. Coordinate appointment times by matching patient availability with on-call doctor schedules. Input all details into the scheduling system (EMR or CRM) with a high degree of accuracy.

• Doctor Coordination: Determine and assign the appropriate doctor for each case based on the patient's symptoms, location, and timing. Use our internal roster and location mapping to identify the best-suited doctor (e.g., closest available or relevant specialty) for a home visit or remote consultation. Communicate promptly with the doctor to confirm their availability and provide them with necessary patient details.

• Communication & Follow-Up: Send out confirmation details and informative follow-ups to patients and doctors. This includes emailing appointment confirmations, service overviews, and links for prepaid payments or telehealth sessions. Ensure patients know what to expect (e.g., doctor's ETA, how to join a video call, preparation instructions) and that doctors have the info needed (e.g., patient address, brief medical summary).

• Post-Appointment Follow-Up: After each appointment, reach out to patients to confirm their issue was addressed and they are satisfied with the service. Likewise, follow up with doctors to verify the visit was completed successfully. Document any outcomes or feedback. Address any additional patient needs or questions that arise post-visit (such as prescription follow-ups or further referrals, by directing to the appropriate channels).

• Issue Resolution & Troubleshooting: Proactively manage and resolve logistical issues that may occur during the intake or appointment process. This can include handling scheduling conflicts or delays, resolving missed connections between patient and doctor (e.g. if a patient cannot locate the doctor or vice versa), and troubleshooting technical difficulties such as telehealth link problems or payment processing issues. Work quickly to find solutions, involving on-call managers or tech support if needed, to minimize disruption to care.

• Shift Handover: Collaborate closely with other intake specialists during shift overlaps to ensure a smooth handoff of any in-progress cases. Provide clear, concise updates on pending appointments, patient situations, or issues to watch, so the next team member is fully briefed. Likewise, review handover notes from the prior specialist at the start of your shift. This teamwork is critical for maintaining continuity of service across our operations.

• Administrative Tasks: Maintain organized records of all interactions in the system. Update patient profiles with relevant intake notes, ensure payment links and transactions are logged, and flag any incidents or special cases for management review. Uphold standards for data accuracy, confidentiality, and responsive customer service in all tasks.

• At least 1 year of experience in a customer service, patient intake, or call center role.

• Excellent communication skills, including fluent English proficiency and a clear speaking voice.

• A genuine passion for helping people and providing outstanding service. Empathy, patience, and professionalism in every interaction – you make callers feel comforted and confident that they are in good hands.

• Exceptional multitasking and organizational abilities, with strong time-management to prioritize urgent situations appropriately.

• Comfortable using technology to facilitate workflow, with experience in electronic medical record (EMR) systems, scheduling software, or CRM tools preferred.

• Critical thinking and quick decision-making skills to effectively match doctors with patients and resolve any scheduling or logistical conflicts.

• Meticulous attention to detail, committed to accuracy to avoid mistakes in appointment times, contact info, or billing details.

• Ability to work as part of a remote team, communicating with colleagues and doctors across time zones.

• Adaptability and willingness to continuously learn about our services, coverage areas, and any new tools or protocols.

• Dependable high-speed internet connection and a quiet, professional environment for taking calls.