Customer Service Phone Support (Healthcare)
Job Description
NeoWork is looking for a dedicated and customer-focused Customer Service Phone Support Specialist to join our remote support team. If you have excellent communication skills, a calm and patient approach, and a passion for helping users navigate healthcare platforms, this role is for you.
Key Responsibilities:
• Answer incoming calls from patients and health care providers, addressing inquiries related to appointments, coverage, and services.
• Provide accurate and timely information regarding insurance plans, billing processes, and health care options.
• Create and update patient records in our systems promptly and accurately.
• Resolve customer concerns by following appropriate protocols and escalating issues as necessary.
• Educate patients about their rights and responsibilities regarding the health care services they receive.
• Maintain confidentiality of all patient information in compliance with HIPAA regulations.
• Document all support interactions clearly in our customer relationship management (CRM) system.
• Work collaboratively with other departments to ensure a seamless experience for our patients and providers.
• Participate in training sessions to stay up-to-date with policy changes and industry standards.
Requirements
• Minimum of 2 years experience in a customer service role, with preference given to experience in health care support.
• Strong understanding of health care processes, insurance terminology, and patient rights.
• Hands-on knowledge or exposure to Electronic Health Records (EHR) systems — digital platforms used by healthcare organizations to manage patient data, medical history, billing, and documentation.
• Ability to communicate effectively and empathetically over the phone.
• Proficient in using CRM software and other office applications.
• High attention to detail and ability to maintain patient confidentiality.
• Strong problem-solving skills and the ability to manage stressful situations with tact.
• Flexibility to work various shifts, including evenings and weekends as needed.
• Familiarity with HIPAA regulations and standards is highly preferred.
• Background in healthcare, nursing, or similar fields is a plus.
Benefits
• We offer health insurance for contractors
• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives may be provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.
