Customer Service Representative in Remote at Ivim Services LLC

Job Title: Customer Service Representative (Patient Experience Specialist)

Department: Support

Reports To: Manager of Patient Experience/ Director of Patient Experience

Compensation: Starting at $22.00 per hour, commensurate with experience.

Schedule: Full time, 100% remote position, Monday-Friday OR Tuesday-Saturday (Eastern Standard Time Zone). Shift times vary.

APPLICANTS MUST SUBMIT A PRESCREEN ASSESSMENT, PLEASE USE LINK BELOW:

https://app.testgorilla.com/s/kmlleywd

Position Overview:

As a Customer Service Representative (Patient Experience Specialist) here at Ivim Health, you will serve as the first point of contact for our patients and their families. You will be responsible for addressing their inquiries, providing information, and ensuring that their concerns are handled with professionalism and empathy. This role plays a crucial part in maintaining positive patient experience and promoting patient satisfaction.

Who we are:

At Ivim Health, we are redefining health and wellness through personalized care and innovative solutions. Our mission is to empower patients to achieve their health goals by tailoring care to their unique needs and perspectives. We believe in fostering collaborative partnerships with our patients, ensuring that their voices are at the heart of every decision.

By combining compassion, continuous innovation, and a commitment to affordability and accessibility, we aim to create a world where personalized health care is not just a privilege but a standard. Together, we strive to enrich lives by supporting physical, mental, and emotional well-being—one patient at a time.

Key Responsibilities:

• Patient Interaction: Provide outstanding customer service by answering incoming calls, emails, and inquiries from patients and their families.
• Information Dissemination: Accurately and compassionately provide information regarding medical services, appointment scheduling, billing inquiries, and other related matters.
• Appointment Scheduling: Assist patients in scheduling and rescheduling appointments, ensuring efficient coordination with healthcare providers and clinics.
• Verification of Patient Information: Verify patient demographic and insurance information, ensuring accuracy and compliance with the organization's protocols.
• Problem Resolution: Address and resolve patient concerns and complaints promptly and professionally, escalating complex issues to the appropriate departments when necessary.
• Maintain Records: Document all patient interactions, inquiries, and actions taken in the customer support system, ensuring thorough and accurate records.
• Insurance Assistance: Assist patients with insurance-related inquiries, including coverage verification, pre-authorizations, and billing questions.
• Patient Education: Offer guidance and resources to patients for understanding their medical treatments, procedures, and insurance coverage.
• Collaboration: Collaborate effectively with other departments, including billing, medical records, and clinical staff, to ensure patients' needs are met seamlessly.

Qualifications:

• High school diploma or equivalent; associate or bachelor's degree in a related field is a plus.
• Previous experience in customer service, preferably in a healthcare or medical setting.
• Strong interpersonal and communication skills, both written and verbal.
• Empathetic and compassionate approach to patient interactions.
• Familiarity with medical terminology and healthcare processes.
• Proficiency in using customer support software and electronic health records (EHR) systems.
• Excellent problem-solving abilities and attention to detail.
• Ability to work effectively in a fast-paced and team-oriented environment.
• A commitment to maintaining patient confidentiality and privacy.

What We Offer:

• Competitive salary and comprehensive benefits.
• PTO, Paid Holidays, Floating Holidays, matching 401K plan.
• A creative and innovate work environment with a focus on growth and development