Customer Service Representative – Healthcare Provider Support

About the role

We are looking for a dedicated Customer Service Representative to provide specialist support for healthcare providers and patients. Working remotely on a day‑shift schedule, you will use your deep process knowledge and empathy to resolve complex inquiries and improve overall 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 eligibility, benefits, authorizations, and claim‑status inquiries, prioritising based on urgency and impact on patient care.
• Respond via phone, chat, and email, capturing detailed interaction notes for traceability and continuous improvement.
• Analyse recurring issues, document root causes, and propose updates to knowledge articles or processes.
• Coordinate with clinical operations and billing teams to clarify complex cases and translate outcomes into non‑technical language.
• Maintain audit‑ready records in case‑management systems while adhering to 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 proven experience in customer service, preferably within the healthcare or provider domain.
• Flexibility to work weekends and rotating schedules.
• Strong attention to detail, ability to handle sensitive data, and commitment to regulatory compliance.
• Excellent written and verbal communication skills with a calm, professional tone.

Required skills