Position Overview:
We are seeking a customer-focused Call Center Representative to join our team. This role is responsible for handling high-volume inbound and outbound calls, assisting patients, members, or providers with questions, and delivering an excellent customer experience. Candidates with medical, healthcare, or health insurance experience are preferred but not required.
Hours: Monday-Friday 8am-5pm
Responsibilities:
- Answer high-volume inbound calls and make outbound calls as needed.
- Assist patients/members with inquiries related to:
- Benefits, eligibility, and coverage
- Claims status and billing questions
- Provider information and referrals
- Appointment scheduling and general support
- Accurately document all interactions in CRM or healthcare systems.
- Verify insurance and demographic information.
- Provide clear explanations of policies, procedures, and next steps.
- Escalate complex or sensitive issues to appropriate teams.
- Maintain confidentiality and comply with HIPAA and company policies.
- Meet or exceed call center performance metrics (quality, productivity, attendance).
- Collaborate with internal teams to resolve customer concerns quickly and efficiently.