Call Center Specialist, Healthcare

• 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

• 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
• Comfortable using Microsoft Office 365, including Outlook, Word, and Excel
• Comfortable using CRM and EMR platforms
• Comfortable using VoIP phone systems
• Comfortable using word-processing and data-entry software
• Comfortable using CTM or another approved call-recording platform
• Comfortable using insurance eligibility and verification portals
• Comfortable using client prescreening systems
• Comfortable using outbound calling tools
• Comfortable using social media and SEO lead-monitoring platforms
• Full-time availability for 40 hours per week aligned with US Eastern Time, including Sunday coverage and a non-traditional schedule