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.
Typical Duties and Responsibilities
- Answer incoming calls from customers
- Assist customers with requests for information, complaints, making appointments, and resolving issues
- Collect copays and deductible payments
- Maintain and update customer and referral information
- Ensure patient forms contain all necessary billing information
Education and Background
This position requires a high school diploma or equivalent, but employers often prefer candidates with an associate degree or higher.
Skills and Competencies
- Strong written and verbal communication skills
- Ability to communicate calmly and diplomatically with customers, co-workers, and visitors
- Keen attention to detail, especially involving checking forms and documents for proper information
- Working knowledge of Microsoft Office Suite or similar software
- Proficient in customer service
- Knowledge of medical insurance procedures
- Active listening and comprehension skills
- Working knowledge of office equipment such as copiers, printers, and fax machines
According to Payscale the median annual salary of a Health Care Customer Care Representative with
1 year of experience:
- Orlando, Florida: $30,000
- Tampa, Florida: $31,000
- Jacksonville, Florida: $32,000
- Miami, Florida: $33,000
- Atlanta, Georgia: $33,000
- Chicago, Illinois: $38,000
- Houston, Texas: $34,000
- Los Angeles, California: $37,000
- New York, New York: $40,000
- Seattle, Washington: $38,000
- Overall: $34,000
5 years of experience:
- Orlando, Florida: $33,000
- Tampa, Florida: $33,000
- Jacksonville, Florida: $33,000
- Miami, Florida: $35,000
- Atlanta, Georgia: $37,000
- Chicago, Illinois: $40,000
- Houston, Texas: $38,000
- Los Angeles, California: $42,000
- New York, New York: $50,000
- Seattle, Washington: $40,000
- Overall: $39,000
Similar Job Titles
- Medical Customer Service Representative
- Customer Care Specialist
- Patient Care Representative
- Patient Care Technician
This position requires a high school diploma or equivalent, but employers often prefer candidates with an associate degree or higher. Successful Customer Care Representatives can move into Customer Care Manager positions or, in a clinical setting, move up to positions such as Office Manager.
According to the customer care technology company Qualtrics, customer care in the health care space is changing. Customers in every sector of the economy are looking for more personal service, as well as 24-hour convenience. That means that many traditional tasks handled by Customer Care Representatives, such as submitting forms and changing appointments are being automated and controlled by cloud-based patient portals to add convenience to the patient experience. However, providing personal service while a patient is receiving services in a clinic, hospital, or nursing home is now falling under the purview of a Customer Care Representative. Tasks can include reaching out to patients to see how they’re doing and offer assistance with any potential questions or issues. Customer Care Representatives who work for insurance companies may see an increase in more complex customer care issues that websites and artificial intelligence (AI) cannot adequately handle, rather than more routine procedural jobs like finding provider referrals and managing patient information.
According to the U.S. Bureau of Labor Statistics, the Customer Service Representative field is expected to shrink by two percent between 2018 and 2028. Analysts believe this is due to the increasing automation of many customer care tasks.
The typical work hours for a Customer Care Representative are from 9 a.m. to 5 p.m., if a health care clinic or facility employs them. Customer Care Representatives who work for insurance companies or hospitals that offer 24-hour customer service may work non-traditional shifts, including nights, weekends, and holidays.
Where You Can Find Jobs
- 4 Corner Resources
- Career Builder
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