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.
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
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
Proficiency with Microsoft Excel, PowerPoint, Word, and Outlook
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
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.
Los Angeles, California
Minneapolis-St. Paul, Minnesota
New York City, New York
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
Need help hiring a Healthcare Customer Care Representative?
We match top professionals with great employers across the country. Your next career move or star employee is just around the corner. Review our career content and advice, browse our latest job openings, or email us your resume. We look forward to connecting with you soon!