Customer Service Specialist

Job Summary

Provide assistance, information, and support to patients regarding appointments, billing, insurance, and medical services. Respond to inquiries, resolve issues, and promote a positive patient experience through effective communication and problem-solving. Handle phone, email, or chat inquiries, maintain accurate interaction records, and use customer service platforms.

Duties and Responsibilities

• Answer inbound calls, emails, or chats about appointments, billing, insurance, or medical services.
• Schedule, reschedule, or cancel patient appointments using electronic health record (EHR) systems.
• Verify insurance coverage and benefits, and update patient records as needed.
• Provide accurate information about medical procedures, office policies, and service availability.
• Resolve billing issues, explain account balances, and process payments when authorized.
• Escalate complex issues to clinical or billing teams, following established workflows.
• Maintain confidentiality and comply with HIPAA and applicable privacy regulations.
• Document interactions using customer relationship management (CRM) or healthcare-specific platforms.

Skills

• Patience and emotional intelligence under stress
• Strong problem-solving abilities
• Active listening and attention to detail
• Multitasking and time management
• Ability to remain calm and professional during difficult conversations

Education

• High school diploma or equivalent required
• Associate’s degree in healthcare administration or a related field preferred