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Customer Service Representative

Customer Service Representative

Job Description

Job Title:  Customer Service Representative

Job Status: Non-Exempt, Full-Time / Part-Time

Department:  Patient Services

Reports to:  Customer Service Supervisor

Direct Reports:  None

: This position fields inbound calls from customers and is expected to be the first tier of problem resolution  


Essential Functions:

  • Responds to telephone inquiries in a call center format
  • Responds to written inquiries related to the medical practice’s policies and procedures
  • Determine whether inquiries require further research and need to be escalated to the Customer Service Specialists group
  • Provides accurate information to customers regarding insurance benefits, providers, claims, referrals, and eligibility, etc.
  • Properly documents all inquiries, complaints, conversations, and procedures completed related to patient billing or patient’s account
  • Collect appropriate payments from customer

Job Requirements

Education:  High school diploma or equivalent


Experience:   One to three years of experience in an inbound customer service call center, preferably within the health care industry




  • Knowledge of medical terminology
  • Knowledge of insurance industry and billing procedures
  • Knowledge of grammar, spelling, and punctuation for written and verbal correspondence
  • Skill in using computer programs and applications
  • Skill in conflict resolution
  • Ability to handle multiple priorities at the same time
  • Ability to read, understand, and follow oral and written instruction
  • Ability to communicate clearly and concisely
  • Ability to establish effective working relationships with patients, employees, and the public
  • Able to listen, comprehend, and learn so as to become increasingly proficient in job functions
  • Basic computing skills, including proficient use of MS Outlook, Excel, and Word, as examples
  • Excellent communication and interpersonal skills
  • Commitment to company and department values (e.g. integrity, accountability, collegiality, excellence, innovation)
  • Demonstrate a strong customer orientation and focus


Work Environment:  Work is performed in a temperature controlled, well-lighted office environment


Equipment Operated:  Standard office equipment including computer, monitor, mouse, keyboard, fax machine, copier, printer, telephone, etc.


Physical Requirements:  Job entails sitting approximately 90 percent of the day, walking or standing the remainder.  Job does not involve lifting or carrying objects of more than 10 pounds, climbing, crawling, kneeling, squatting, bending, stooping, or any other physically strenuous motions or activities.


Mental Requirements:  Concentration, comprehension, focus and attention to details

Full-Time Schedule Requirements:  Monday - Friday, 8:00 a.m. - 4:30 p.m.

Part-Time Schedule Requirements:
  3-5 days per week during peak hours of 10:00 a.m. to 3:00 p.m.

Job Snapshot

Base Pay $13.45 - $16.15 /Hour
Employment Type Full-Time/Part-Time
Job Type Customer Service
Education High School
Experience 1 to 3 years
Manages Others No
Industry Healthcare - Health Services
Required Travel None
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Customer Service Representative

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