Customer Service Representative (CSR)

Job Description

Job Summary

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We are seeking a dedicated and customer-focused Patient Calling Customer Service Representative to manage outbound and inbound communication with patients for U.S. healthcare providers. The candidate will assist patients with appointment scheduling, billing inquiries, insurance-related questions, payment reminders, and general support while ensuring HIPAA compliance and delivering excellent customer service.

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Key Responsibilities

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• Handle inbound and outbound patient calls professionally and courteously
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• Schedule, reschedule, and confirm patient appointments
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• Explain patient balances, invoices, and billing statements
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• Assist patients with basic insurance-related inquiries
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• Update patient demographics and account information accurately
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• Follow up with patients regarding unpaid balances and payment plans
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• Document call details and notes accurately in the system
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• Coordinate with provider offices and billing teams as required
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• Maintain HIPAA compliance and patient data confidentiality
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• Meet daily productivity, quality, and performance targets
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Required Skills

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Communication Skills

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• Excellent verbal communication skills in English
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• Neutral accent with professional phone etiquette
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• Strong active listening and empathetic communication skills
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Technical Skills

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• Basic understanding of U.S. healthcare processes
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• Familiarity with EMR/EHR systems preferred
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• Good typing speed and documentation skills
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• Working knowledge of MS Excel and email communication
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Preferred Knowledge

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• Basics of medical billing
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• Understanding of insurance terminology
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• Knowledge of prior authorization processes
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• Patient eligibility verification
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Educational Qualification

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• Graduate in any discipline preferred
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• Healthcare certification will be considered an added advantage
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Salary: 3.6 LPA + incentives based on performance