Customer Service Representative

Company Description Inova Health Inc. is a healthcare organization focused on providing accessible, high-quality care and services to the communities it serves. The company emphasizes patient-centered service, strong operational standards, and collaboration across clinical and non-clinical teams. Team members are encouraged to contribute to a supportive, respectful, and inclusive environment. Inova Health Inc. values professionalism, reliability, and a commitment to improving the patient and customer experience.
Role Description The Customer Service Representative role at Inova Health Inc. is a full-time, on-site position based in District Heights, MD. This role involves responding to inquiries via phone, email, and in person, ensuring prompt, accurate, and courteous service to patients, families, and other customers. The representative will handle appointment scheduling, account updates, and service requests, while documenting interactions in internal systems and following established procedures. Daily responsibilities include resolving issues, escalating complex concerns when needed, and collaborating with clinical and administrative staff to support a smooth customer experience. The role also requires maintaining confidentiality, adhering to compliance standards, and contributing to continuous improvement in customer service processes.
Qualifications

• Demonstrated skills in customer service and customer support, with the ability to manage inquiries and resolve issues effectively.
• Experience enhancing customer satisfaction and customer experience through clear communication and professional interactions.
• Ability to work as part of a team of Customer Service Representatives, supporting shared goals and consistent service standards.
• Strong verbal and written communication skills, active listening abilities, and professional phone etiquette.
• Basic proficiency with computers and customer relationship or ticketing systems; ability to learn new software quickly.
• High level of accuracy and attention to detail, especially when updating records and documenting interactions.
• Ability to work on-site in District Heights, MD, with reliability in attendance and adherence to scheduled shifts.
• Prior experience in a healthcare or service-oriented environment is preferred but not required.
• High school diploma or equivalent; additional training or coursework in customer service or healthcare administration is a plus.