Job Summary:
Responsible for coordinating patient onboarding by reviewing insurance benefits and scheduling CPAP training appointments. Serves as the first point of contact for new patients, ensuring clear communication of financial responsibility and a smooth scheduling experience. Requires strong English communication skills, critical thinking, and the ability to guide patients through next steps with clarity and confidence.
Key Responsibilities
- Review patient insurance benefits and explain out-of-pocket costs including deductibles, copays, and coinsurance
- Schedule patients for CPAP training appointments and ensure accurate appointment setup
- Serve as the primary point of contact for new patients and provide clear guidance on onboarding steps
- Handle inbound and outbound communication via calls, email, and chat during U.S. business hours
- Maintain accurate documentation of all patient interactions and scheduling activity
- Coordinate with internal teams to ensure timely and accurate patient scheduling
- Escalate complex or sensitive cases following established protocols
- Ensure compliance with HIPAA and company data privacy standards
- Meet or exceed KPIs including productivity, quality, attendance, AHT, and first contact resolution
- Apply critical thinking to resolve patient inquiries and scheduling challenges efficiently
- Adapt to process updates and participate in training and continuous improvement efforts
- Perform additional duties or special projects based on business needs
Job Required Qualification:
- Minimum 3 years of experience in U.S. healthcare, insurance, intake, or DME environment
- At least 1 year of experience in a customer service or call center setting
- Strong understanding of insurance benefits, deductibles, coinsurance, and patient financial responsibility
- Strong English communication skills with clear and neutral accent, both written and verbal
- Excellent customer service and interpersonal skills, especially when handling new patients
- Strong attention to detail and ability to work independently
- Strong critical thinking and problem-solving skills
- Proficiency in MS Word, Excel, and Outlook
- Typing speed of at least 35 WPM with high accuracy
- Proven attendance and reliability
- Comfortable working with diverse teams and clients
- Basic math skills
- Willing to work U.S. business hours
Preferred Qualifications
- DME experience including CPAP, oxygen, or respiratory equipment
- Familiarity with Medicare DMEPOS guidelines
- Experience with systems such as Truesight or similar scheduling and billing tools
- Background in healthcare call center, intake, or patient onboarding functions