Intake Specialist Voice

Overview

Intake Specialist role supporting US healthcare operations by processing patient and provider requests accurately and on time, including prior authorization workflows.

What you'll do

• Handle inbound and outbound calls with US healthcare providers and stakeholders.
• Process incoming healthcare requests received from US providers through calls, fax, email, and electronic systems.
• Review medical documentation for completeness and accuracy.
• Validate required information needed for prior authorization and clinical review.
• Enter and update patient, provider, and request details accurately in healthcare systems.
• Identify missing information and coordinate with appropriate teams or providers for resolution.
• Maintain high standards of accuracy, quality, and productivity.
• Follow HIPAA guidelines and maintain confidentiality of patient information.
• Support process improvements and operational initiatives.
• Provide professional and timely support while addressing provider questions and requests.
• Document all interactions accurately in internal systems.
• Provide first-level resolution whenever possible and escalate complex issues to appropriate teams.
• Maintain a customer-focused approach during every interaction.
• Meet call quality, productivity, and service-level expectations.
• Follow ISMS roles and responsibilities, align to organization policies and procedures, and stay updated with ISMS roles as assigned by department or process heads.

What you'll need

• 5 years of customer service experience, with 2+ years in call center experience.
• Bachelor's degree or equivalent experience preferred.
• Excellent verbal and written English communication skills.
• Strong attention to detail and ability to process healthcare information accurately.
• Ability to analyze information and identify missing or incorrect data.
• Comfortable working with multiple applications and healthcare systems.
• Strong computer skills including Microsoft Office and Google Workspace.
• Ability to work in a fast-paced, target-driven environment.
• Strong problem-solving and decision-making skills.
• Ability to work independently and collaborate with remote teams.
• Willingness to learn US healthcare processes and terminology.
• Fair understanding of Information Security practices.
• Knowledge of HIPAA regulations and patient privacy practices.
• Experience handling provider or customer calls.
• Experience with healthcare documentation review.
• Strong written and verbal communication.
• Customer service orientation.
• Good analytical and documentation skills.

Nice to have

• Experience in US healthcare operations, medical billing, claims, or prior authorization.
• Experience in healthcare BPO/KPO, payer/provider operations, or contact center environments.
• Ability to manage multiple tasks with accuracy.
• Ability to handle sensitive healthcare information professionally.
• Adaptability and willingness to learn new processes.

Details

• Location: Hyderabad (Nacharam), Telangana, India.
• Candidates should reliably commute or plan to relocate before starting work (preferred).
• Interview process: Talent Acquisition connect, meeting with the Hiring Manager, behavioral interview(s), case study interview with Senior Leadership (subject to change).