Intake Specialist

Role overview

This position sits within the Revenue Cycle function and focuses on financial clearance for patients before care is delivered. The specialist handles pre-registration tasks such as confirming or collecting demographic details, insurance information, and other required data, along with completing insurance checks, referral authorizations, and pre-certification steps. The goal is to help patients access care on time while also supporting accurate reimbursement. The role follows quality standards and productivity targets, works under the Intake Financial Clearance Manager, and partners with insurers, patients, physicians, and practice teams. This is a fully remote position.

Key responsibilities

• Review registration, referral, and prior-authorization queues and clear them by securing the patient- and payer-specific information needed for financial clearance.
• Follow insurer rules and internal procedures to complete prior authorization, referral, and related clearance tasks.
• Act as a knowledgeable resource on payer requirements so ordered services can move forward with the right approvals.
• Support colleagues with guidance on financial clearance workflows and issue resolution.
• Use online systems, email, fax, and phone outreach to obtain insurance verification, authorizations, and referrals efficiently.
• Document referral and prior-authorization details clearly for scheduled services.
• Coordinate with practices, physicians, insurers, patients, and other stakeholders to ensure managed-care approvals are obtained and recorded correctly.
• If a valid referral is missing, use system tools or contact the relevant party to generate or obtain the needed referral or authorization and enter it into the practice management system.
• Contact physicians directly when authorization or referral numbers are needed.
• Complete follow-up work identified through management reports.
• Work with patients, providers, and internal departments to secure all required information and payer approvals before appointments or procedures.
• Resolve issues related to referral or prior-authorization barriers, including coordination with Utilization Review and other departments.
• Partner with practices to address registration, insurance, referral, or authorization problems that could prevent financial clearance.
• Escalate denied or otherwise uncleared accounts according to department policy.
• Accept updates from paper forms, online registration, practice phones, and direct patient calls.
• Enter demographic and insurance updates accurately for primary, secondary, and tertiary coverage.
• Compare system records with insurer information and validate items such as eligibility, primary care physician, subscriber details, employer details, and appointment or visit information.
• Reach out to patients when clarification or follow-up is needed, maintaining a courteous and service-oriented approach.
• Refer self-pay patients or patients with unresolved insurance concerns to Patient Financial Counseling.
• Protect the confidentiality of financial and medical records and comply with state, federal, enterprise, and regulatory confidentiality requirements, including HIPAA.
• Deliver customer service aligned with management expectations and recognize when escalation to a supervisor is required.
• Build effective working relationships with revenue cycle colleagues and contribute to continuous improvement efforts.
• Learn adjacent roles and processes and help with process improvement initiatives as assigned.
• Consistently meet productivity and quality expectations tied to the role.
• Handle calls promptly, use approved scripting and service standards, and route or resolve inquiries appropriately.
• Communicate professionally and courteously with internal and external customers.
• Carry out other related duties as needed.

Requirements

• High school diploma or GED is required; an associate degree or higher is preferred.
• Between 1 and 3 years of experience in patient registration and/or insurance is preferred, with at least 1 year in a customer service role.
• Working knowledge of healthcare terminology and CPT/ICD-10 codes.
• Strong understanding of insurance processes is essential.
• Proven customer service ability, including sound judgment, independent thinking, and creative problem-solving.
• Strong interpersonal skills for building relationships with patients, physicians, managers, staff, and other stakeholders.
• Ability to write clearly and communicate effectively in writing.
• Excellent verbal communication skills and comfort working in a complex environment with differing viewpoints.
• Comfort with ambiguity, strong decision-making ability, careful attention to detail, and good judgment.
• Ability to manage sensitive information with strict confidentiality.
• Capability to handle difficult situations while balancing multiple priorities.
• Basic computer skills, including the ability to access, enter, and interpret digital data, plus proficiency in Microsoft Excel, Word, Outlook, and Zoom.
• Broad understanding of different work-unit functions to provide support and backup coverage as needed.
• Solid understanding of revenue cycle processes and the ability to meet productivity standards set by management.

Compensation and benefits

The expected pay range for this role is $22 to $24 per hour. Final compensation will depend on factors such as location, skills, education, and experience, and may change over time. Eligible benefits include medical coverage, dental coverage, and a 401(k) retirement plan.

Additional information

This role is fully remote and reports to the Intake Financial Clearance Manager. It involves regular collaboration with insurance representatives, patients, physicians, practice teams, and internal departments to keep financial clearance work moving smoothly.