Customer Support Advisor

Job Description

Role Overview: The Patient Experience Specialist will serve as the first point of contact for our patients, handling inquiries, booking appointments, verifying insurance eligibility, and processing verification of benefits (VOB). This role is pivotal in maintaining high levels of patient satisfaction by offering prompt, courteous, and effective service. Despite being office-based, the specialist will need to stay updated with all clinic updates, policies, and procedures to provide accurate information and support to our patients. Key Responsibilities:

• Serve as the initial point of contact for patients via phone, email, and chat.
• Ensure positive and empathetic interactions with patients.
• Schedule appointments and verify insurance eligibility and benefits.
• Maintain accurate records of patient interactions and resolutions.
• Coordinate with clinical staff to relay patient needs or concerns and ensure a cohesive patient care experience.
• Participate in ongoing training and adhere to healthcare regulations and patient privacy laws.
• Handle and resolve patient complaints and issues promptly and professionally.
• Privacy and Compliance: Adhere to healthcare regulations and patient privacy laws, such as HIPAA.
• Flexibility to assist with additional tasks and responsibilities as required.
• Flexible to work from 3 pm till 11 pm

Job Requirements

• Experience in customer service.
• Excellent communication and interpersonal skills, with a strong emphasis on empathy and professionalism.
• Fluency in English is a Must.
• Proficiency in healthcare software for scheduling and patient management.
• Strong organizational skills and the ability to multitask.
• Knowledge of insurance policies and processes.
• Ability to work independently with minimal supervision, maintaining high productivity and quality standards.
• High school diploma required; further education or certification in healthcare administration or related field preferred.