Healthcare Customer Care RepresentativeJob Description, Salary, Career Path, and Trends

Customers of health care providers often need assistance finding information about products and services, placing orders, and resolving issues. In these situations, customer care representatives step in and help. They handle a large volume of inbound and outbound calls for hospitals, medical offices, clinics, insurance companies, and nursing homes. In many cases, customer care representatives must follow call scripts to handle various topics and be a positive contact point between their company and its customers.

In a clinical setting, customer care representatives are also responsible for administrative duties. These tasks can include patient intake paperwork, setting appointments, sending and receiving correspondence, data entry, and maintaining referral files. They often are also responsible for reviewing submitted documents to make sure they have the proper information for billing purposes.

How to Hire a Healthcare Customer Care Representative

For this in-demand role, you can use either a professional staffing firm or the role through with your own sourcing and recruiting efforts. There are a number of factors that go into deciding which is the best route, including urgency of need, availability and experience level of internal resources, and whether the role will be a direct or contract hire (indefinite / permanent versus temporary).

If you choose to leverage a staffing and recruiting organization, we recommend scheduling a consultation with our team of experts at 4 Corner Resources. We have significant experience in both the contact center and healthcare space, and if our team is unable to assist with your current need we will recommend alternative hiring options.

If you instead prefer to fill the role directly, we recommend advertising your job opening on both LinkedIn and CareerBuilder to gain maximum coverage and visibility to top candidates.

Sample job description #1

The representative provides a positive customer service experience that meets the needs of our patients by educating them on products and services, listening to concerns, addressing issues, and placing supply orders in a high-volume inbound call center.

Responsibilities

  • Answer high-volume inbound customer calls via an automated phone system
  • Make outbound calls to patients, referrals, and sales as needed
  • Utilize resources to troubleshoot and resolve patient issues
  • Use full product knowledge of at least two ABC Company therapies to service patients
  • Communicate effectively and professionally with patients, teammates, healthcare professionals, and sales team
  • Consistently meet and attain required Key Performance Indicators (KPIs)
  • Perform other duties as required

Education & experience

  • High School Diploma or equivalent required
  • 1-2 years of customer service experience required
  • Call center experience preferred

Knowledge, skills, & abilities

  • Excellent written and verbal communication skills
  • Proficient with MS Office and the ability to navigate multiple platforms
  • Ability to learn ABC Company products and therapies
  • Strong customer service skills with the ability to resolve patient concerns
  • Demonstrate soft skills to enhance patient experience

Additional requirements

  • Prolonged periods sitting at a desk and working on a computer

Sample job description #2

ABC Company is looking for a Customer Service Representative to join our team. We are challenging the status quo by shining the light on radiology and making it a critical first step in diagnosis and proper treatment. Come join us and shine brighter together.

This position is full time, 9:30am-6pm central time, Monday-Friday.

As a Customer Service Representative in our Revenue Cycle Management (RCM) group, you’ll assist patients and clinics, referring doctors, attorneys, and insurance companies with medical billing questions. You’ll answer telephone calls, respond to voice mails, and route email/mail to ensure the appropriate departmental resource follows up on billing accounts. While exceeding our Quality Assurance standards, you’ll focus on the patient first, be accountable, and play an important part in creating a superior patient experience.

Essential duties and responsibilities

(85%) Customer Service

  • Assists clinics, referring doctors, attorneys, insurance companies and patients/responsible parties with general questions
  • Responds to RCM voice mail and email in a timely manner
  • Routes telephone calls and mail to appropriate departmental resource for follow up on problem accounts
  • Communicates effectively with various departments within Revenue Cycle Management
  • Researches explanation of benefits (EOBs) and/or denials in imaging system in order to assist patients and explain balances
  • Meets or exceeds team Quality Assurance standards
  • Escalates more complex inquiries to Senior Customer Service Specialist for support and resolution

(10%) Administrative duties

  • Faxes itemized statements and letters of protection (LOPs) to attorneys by request ensuring proper authorization is on file
  • Updates billing system with updated patient demographic information
  • Calls referring doctors, patients, insurance companies, and attorneys to get updated insurance or demographic information on patient accounts
  • Researches missed discounts, duplicate charges, reverse collection decisions, and insurance denials

(5%) Performs other duties as assigned

Requirements

  • High school diploma or equivalent
  • 1-2 years previous customer service experience
  • Proficient with using computer systems and typing
  • Proficiency with Microsoft Excel, PowerPoint, Word, and Outlook

Preferred

  • Ability to speak Spanish or other languages in addition to English
  • Health care experience

Sample job description #3

What you’ll be doing

Do you have a passion for helping others and giving them peace of mind? Whether it’s getting answers for customers quickly, consulting on health-related products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.

On a typical day, you’ll

  • Answer incoming communications from customers
  • Conduct research to provide answers for customers to resolve their issues

What you bring to the role

  • High speed internet connection (>15 mbps)
  • 6 months or more of customer service experience
  • Integrity to follow HIPAA guidelines on maintaining patient privacy (just as you would expect if it were your private information being shared)
  • High school diploma or equivalent
  • Computer savvy

What you can expect

  • Knowledgeable, encouraging, supporting, and present leadership
  • Diverse and community minded organization
  • Career-growth and lots of learning opportunities for aspiring minds

A bit more about your role

We’ll train you to be a subject matter expert in your field, so you can be confident in providing the highest level of service possible whether through voice, chat, or email interactions. We trust you already have the necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. You’ll also have a chance to make great new friends within the ABC Company community and grow your career in a dynamic, family-friendly atmosphere.

Average salary and compensation

The average salary for a healthcare customer care representative is $37,150 in the United States. Position salary will vary based on experience, education, company size, industry, and market.

LocationSalary LowSalary High
Phoenix, Arizona$36,950$50,000
Los Angeles, California$41,700$56,400
Denver, Colorado$34,750$47,000
Washington, DC$42,300$57,250
Miami, Florida$34,600$46,800
Orlando, Florida$31,900$43,150
Tampa, Florida$32,200$43,600
Atlanta, Georgia$33,800$45,700
Chicago, Illinois$38,850$52,550
Boston, Massachusetts$42,000$56,800
Minneapolis-St. Paul, Minnesota$33,450$45,300
New York City, New York$44,200$59,800
Philadelphia, Pennsylvania$36,000$48,700
Dallas, Texas$35,050$47,400
Houston, Texas$34,750$47,000
Seattle, Washington$40,400$54,700
National Average$31,600$42,700

Sample interview questions

  • What experience do you have in customer service?
  • How would you handle a difficult customer issue?
  • What are some of your strengths and weaknesses?
  • Why are you interested in working as a healthcare customer care representative?
  • Do you have any experience with healthcare products or services?
  • What is your availability?
  • Are you willing to work overtime?
  • How would you handle an irate customer over the phone?
  • Have you ever worked as a healthcare customer care representative?
  • Do you have experience working with insurance companies or medical billing issues?
  • What are your career goals?
  • Are there any office locations near you that are hiring for this position?
  • Would you be willing to work a shift that starts at 7 AM?
  • What is the most challenging situation you have faced as a healthcare customer care representative?
  • How would you deal with a customer who is trying to get information on a product that is not available yet?
  • What do you think are the most important skills for a healthcare customer care representative?

Healthcare Customer Care Representative Jobs in Ashburn

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