Healthcare Customer Care Representative Job Descriptions, Average Salary, Interview Questions

The representative provides a positive customer service experience that meets the needs of our patients by educating them on products and services, listening to concerns, addressing issues, and placing supply orders in a high-volume inbound call center.

Responsibilities

• Answer high-volume inbound customer calls via an automated phone system
• Make outbound calls to patients, referrals, and sales as needed
• Utilize resources to troubleshoot and resolve patient issues
• Use full product knowledge of at least two ABC Company therapies to service patients
• Communicate effectively and professionally with patients, teammates, healthcare professionals, and sales team
• Consistently meet and attain required Key Performance Indicators (KPIs)
• Perform other duties as required

Education & experience

• High School Diploma or equivalent required
• 1-2 years of customer service experience required
• Call center experience preferred

Knowledge, skills, & abilities

• Excellent written and verbal communication skills
• Proficient with MS Office and the ability to navigate multiple platforms
• Ability to learn ABC Company products and therapies
• Strong customer service skills with the ability to resolve patient concerns
• Demonstrate soft skills to enhance patient experience

Additional requirements

• Prolonged periods sitting at a desk and working on a computer

ABC Company is looking for a Customer Service Representative to join our team. We are challenging the status quo by shining the light on radiology and making it a critical first step in diagnosis and proper treatment. Come join us and shine brighter together.

This position is full time, 9:30am-6pm central time, Monday-Friday.

As a Customer Service Representative in our Revenue Cycle Management (RCM) group, you’ll assist patients and clinics, referring doctors, attorneys, and insurance companies with medical billing questions. You’ll answer telephone calls, respond to voice mails, and route email/mail to ensure the appropriate departmental resource follows up on billing accounts. While exceeding our Quality Assurance standards, you’ll focus on the patient first, be accountable, and play an important part in creating a superior patient experience.

Essential duties and responsibilities

(85%) Customer Service

• Assists clinics, referring doctors, attorneys, insurance companies and patients/responsible parties with general questions
• Responds to RCM voice mail and email in a timely manner
• Routes telephone calls and mail to appropriate departmental resource for follow up on problem accounts
• Communicates effectively with various departments within Revenue Cycle Management
• Researches explanation of benefits (EOBs) and/or denials in imaging system in order to assist patients and explain balances
• Meets or exceeds team Quality Assurance standards
• Escalates more complex inquiries to Senior Customer Service Specialist for support and resolution

(10%) Administrative duties

• Faxes itemized statements and letters of protection (LOPs) to attorneys by request ensuring proper authorization is on file
• Updates billing system with updated patient demographic information
• Calls referring doctors, patients, insurance companies, and attorneys to get updated insurance or demographic information on patient accounts
• Researches missed discounts, duplicate charges, reverse collection decisions, and insurance denials

(5%) Performs other duties as assigned

Requirements

• High school diploma or equivalent
• 1-2 years previous customer service experience
• Proficient with using computer systems and typing
• Proficiency with Microsoft Excel, PowerPoint, Word, and Outlook

Preferred

• Ability to speak Spanish or other languages in addition to English
• Health care experience

What you’ll be doing

Do you have a passion for helping others and giving them peace of mind? Whether it’s getting answers for customers quickly, consulting on health-related products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.

On a typical day, you’ll

• Answer incoming communications from customers
• Conduct research to provide answers for customers to resolve their issues

What you bring to the role

• High speed internet connection (>15 mbps)
• 6 months or more of customer service experience
• Integrity to follow HIPAA guidelines on maintaining patient privacy (just as you would expect if it were your private information being shared)
• High school diploma or equivalent
• Computer savvy

What you can expect

• Knowledgeable, encouraging, supporting, and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds

A bit more about your role

We’ll train you to be a subject matter expert in your field, so you can be confident in providing the highest level of service possible whether through voice, chat, or email interactions. We trust you already have the necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. You’ll also have a chance to make great new friends within the ABC Company community and grow your career in a dynamic, family-friendly atmosphere