We are seeking professional, detail-oriented, and customer-focused Customer Service Agents to provide exceptional patient support within a healthcare environment, specifically assisting patients with Continuous Positive Airway Pressure (CPAP) equipment and services.
Responsibilities:
- Handle inbound calls from patients responding to previous outreach from order processing teams.
- Verify and update patient information, including HIPAA-related verification details, email addresses, mobile numbers, and emergency contacts.
- Confirm that a current Assignment of Benefits (AOB) form is on file and send the required documentation via text when necessary.
- Complete patient compliance screenings using SilvaSage, following an established questionnaire of approximately 10 questions.
- Send patients a secure face-scanning link to assist with accurate CPAP mask sizing.
- Schedule patient appointments, including virtual consultations, in-office visits, and in-home appointments when necessary.
- Provide clear instructions and guidance to patients throughout the CPAP order and appointment scheduling process.
- Send follow-up emails containing relevant contact information for future CPAP supply reorders.
- Maintain accurate patient records and document all interactions in the appropriate systems.
- Manage calls efficiently while maintaining service quality, with an average call handling time of approximately 7 minutes.
- Ensure compliance with HIPAA regulations, patient privacy requirements, and established healthcare procedures.
- Collaborate with order processing teams and other departments to ensure a smooth patient experience.
Requirements:
- Diploma or Bachelor's degree in Healthcare Administration, Business Administration, Communications, or a related field is advantageous.
- Previous experience in Customer Service, Call Center Operations, Patient Support, or Healthcare Customer Service is preferred.
- Experience handling inbound calls and assisting customers in a structured, process-driven environment.
- Familiarity with HIPAA regulations, patient information verification, and healthcare documentation is advantageous.
- Experience in CPAP, Durable Medical Equipment (DME), or medical supply services is highly beneficial.
- Familiarity with appointment scheduling systems, CRM platforms, or healthcare software is preferred.
- Strong computer literacy, data entry skills, and ability to navigate multiple systems.
- Excellent written and verbal English communication skills.
