The Customer Service Representative (CSR) is responsible for delivering a seamless, professional, and patient-centered virtual healthcare experience by facilitating all stages of a virtual visit—from pre-visit preparations to post-visit support. This role ensures accurate insurance verification, efficient payment processing, and effective scheduling through the client’s systems.

Key Responsibilities

Pre-Visit Support

• Access and update patient records in EPIC Book-It and RTE.
• Conduct comprehensive insurance verification via EPIC RTE, OneSource, and payer websites.
• Process co-pays and prepayments before the appointment via HelloWorld payment link.
• Send patient reminders and confirm virtual appointments using Care Connect and MyChart.
• Address patient questions regarding appointment access, billing, and insurance coverage.

In-Visit Support

• Conduct virtual check-ins using Amwell or MyChart platforms.
• Provide guided support for entering payment details in HelloWorld during the visit.
• Guide patients through real-time co-pay and prepayment transactions.
• Troubleshoot basic technical issues (audio/video) to avoid delays in virtual care delivery.
• Provide administrative support to providers during the visit.

Post-Visit Support

• Complete follow-up payment processing, if necessary.
• Update documentation in EPIC and Care Connect.
• Assist patients with return visit scheduling before ending the session.
• Perform reporting and reconciliation tasks using Power BI and other tools.

Qualifications

• At least 1-3 years of experience in healthcare customer service, preferably in a BPO setting.
• Familiarity with EPIC, Care Connect, and insurance verification tools.
• Strong communication, problem-solving, and multitasking skills.
• Proficiency in basic math and business calculations.
• Working knowledge of computer/data entry with the ability to learn new systems.
• Basic level of MS Office proficiency.
• Basic knowledge of, or ability to learn, customer service specialization.

Expected Competencies

• Friendly, professional, and effective communications skills; able to calmly present solutions in challenging situations.
• Effective interpersonal skills.
• Clear diction and knowledge of the English language, both written and verbal.
• Service-orientation and aptitude to resolve customer grievances.
• Self-directed accountability and reliability.
• Cultural competence.