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
