Customer Service Representative – Healthcare Provider Support

About the role

We are looking for a Customer Service Representative to provide specialist support to patients and healthcare provider staff. Working remotely on a day‑shift schedule, you will use deep process knowledge and empathy to resolve complex inquiries and improve care experiences.

Key responsibilities

• Handle end‑to‑end resolution of provider and patient requests, ensuring accurate information, clear communication and timely case closure.
• Manage daily queues of inquiries related to eligibility, benefits, authorizations and claim status, prioritising based on urgency.
• Respond via phone, chat and email, capturing detailed interaction notes for traceability.
• Analyse recurring issues, document root causes and suggest updates to knowledge articles or processes.
• Coordinate with clinical operations and billing teams to obtain clarifications and translate outcomes into non‑technical language.
• Use case‑management systems to log interactions, maintain audit‑ready records and comply with privacy and healthcare regulations.
• Monitor performance metrics such as first‑contact resolution, handle time, quality scores and customer satisfaction, adjusting approach to meet targets.
• Collaborate virtually with team members to share insights, calibrate service standards and stay current on process updates.

Required profile

• Minimum three years of customer service experience interacting with healthcare providers or similar stakeholders.
• Strong analytical mindset to identify patterns and propose process improvements.
• Excellent written and verbal communication skills with a calm, professional tone.
• Ability to work independently in a remote environment while meeting performance targets.
• Commitment to privacy, regulatory compliance and high‑quality service delivery.

Required skills