We are seeking a dedicated and empathetic Customer Service Representative (CSR) to join our Healthcare Account team. As a CSR, you will serve as the first point of contact for patients, healthcare providers, and insurance companies. You will handle inquiries, resolve issues, and ensure a seamless customer experience related to healthcare benefits, claims, appointments, and billing.

Key Responsibilities:

• Answer inbound calls, emails, or chats from patients and healthcare providers in a professional and courteous manner.
• Provide accurate information regarding health plans, benefits, claims, authorizations, billing, and eligibility.
• Assist with appointment scheduling, prescription refill requests, or follow-ups as required by the account.
• Resolve customer complaints or concerns with empathy and efficiency while adhering to company policies and compliance standards.
• Document all interactions clearly and accurately in the system.
• Escalate complex issues to appropriate departments when necessary.
• Meet or exceed individual and team KPIs (e.g., call quality, AHT, CSAT).
• Stay updated with healthcare regulations, product knowledge, and system tools through ongoing training.