REMOTE New Patient Coordinator

Insight Global; Texas; On-site; USD 34,000 - 52,000; Full time

Job summary

Insight Global in Texas is seeking a patient intake specialist to be the first point of contact for new patients, delivering exceptional customer service and coordinating care between patients, families, and healthcare providers.

You will handle high volumes of calls, verify demographics and insurance, schedule appointments, document interactions in EMR, and ensure HIPAA compliance while supporting a seamless patient experience.

Qualifications

• High School diploma or equivalent required.
• Two years call center-related experience preferred.
• Experience with EMR and practice management systems.
• Knowledge of HIPAA compliance and healthcare terminology.

Responsibilities

• Serve as the first point of contact for new patients and deliver outstanding customer service.
• Manage high volumes of inbound and outbound calls with professionalism and empathy.
• Collect and verify patient demographics, insurance, and pre-visit information.
• Clearly communicate appointment logistics and prepare patients for visits.
• Document call interactions in the applicable system in real time.
• Resolve inquiries and escalate complex issues as needed.
• Maintain accurate patient records and ensure HIPAA compliance.
• Support coordination of care with clinical and administrative teams.

Skills

Call center experience

Customer service

Communication skills

Empathy and patience

Attention to detail

Education

High School diploma

Tools

EMR systems

Microsoft Office

Job description

Under direct supervision, responsible for new patient intake activities and providing outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. Their duties can include scheduling new patient appointments and providing support, education, and guidance to patients and providers alike following standard procedures and pre-established guidelines to complete tasks.

Job Description

• Serve as the first point of contact for new patients, delivering exceptional customer service and creating a welcoming experience across all communication channels.
• Manage high volumes of inbound and outbound calls with professionalism, empathy, and efficiency, ensuring each interaction reflects the organization’s standards.
• Collect and verify patient demographic, insurance, referral, and pre-visit information with accuracy and attention to detail.
• Clearly communicate appointment logistics, including time, location, directions, and preparation instructions, to ensure patients are well-informed and prepared.
• Document all call interactions and updates in the applicable system in real time, following established protocols and documentation standards.
• Resolve patient inquiries, concerns, and complaints promptly and effectively, using sound judgment and escalation protocols when necessary.
• Consistently meet or exceed key performance indicators (KPIs), including average call handling time, first-call resolution, and patient satisfaction scores.
• Collaborate with clinical and administrative teams to ensure seamless coordination of care and scheduling accuracy.
• Maintain up-to-date and complete patient records, ensuring data integrity and compliance with HIPAA and all applicable healthcare regulations.
• Escalate complex or sensitive issues to the appropriate department or supervisor for timely resolution.
• Uphold organizational policies and compliance standards in every interaction, ensuring patient confidentiality and regulatory adherence.
• Support additional administrative or operational tasks as assigned, contributing to the overall efficiency of the call center team.
• Other duties as requested or assigned.

Requirements

• High School diploma or equivalent required.
• Must sit anywhere between San Marcos and Waco
• Two (2) years call center-related, referral management and/or patient access experience in healthcare preferred with progressive responsibility or equivalent combination of education and work experience.
• Experience with Microsoft Office Products (Outlook, Word, Teams, and Excel) required.
• Knowledge of medical terminology, insurance processes, and HIPAA compliance.
• Strong communication and active listening skills, with empathy and patience.
• Ability to handle high call volumes while maintaining quality service.
• Must successfully complete required onboarding courses and on-demand training within 45 days of occupying position.
• Proficiency in a call center or customer service setting, with knowledge of customer service principles and practices and call center telephony and technology.
• Experience with Electronic Medical Record (EMR), referral management, and practice management systems.
• Excellent listening, interpersonal, and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette.