Healthcare Customer Service Representative

Healthcare Customer Service Representative Job Description Template

Our company is looking for a Healthcare Customer Service Representative to join our team.


  • Provide assistance to members and/or providers regarding website registration and navigation;
  • Process written customer correspondence and provide the appropriate level of timely follow up;
  • Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application;
  • Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner;
  • May coordinate member transportation and make referrals to other departments as appropriate;
  • Maintain performance and quality standards based on established call center metrics including turn-around times;
  • Ability to accept and embrace changes within the current business environment;
  • Professionally handle a high volume of incoming calls;
  • Maintain a balance between company policy and client benefit in decision making;
  • Resolve customer issues via one call resolution guidelines and/or escalated process;
  • Responsible for call disposition or compiling and generating reports as required;
  • Ability to utilize and navigate multiple systems simultaneously;
  • Be dependable and meet all attendance requirements;
  • Meet or exceed company and client performance metrics;
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.


  • Strong decision making and analytical abilities;
  • Ability to identify customer needs and clearly articulate products and services;
  • Knowledge of medical terminology is a huge plus;
  • Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime;
  • Professional Appearance;
  • Ability to pass all skill assessments including demonstrated experience with Microsoft applications;
  • Fluent in verbal, written, and communication skills in either Korean, Mandarin, or Cantonese;
  • Ability to pass a background check and drug screen;
  • Stable work history with call center experience;
  • Strong detail orientation and excellent communication/listening skills;
  • Demonstrated passion for excellence with respect to treating and caring for customers especially senior citizens;
  • Proficiency in using Microsoft word, Excel and an electronic medical record system is preferred;
  • 1+ year(s) of experience in a customer service environment required;
  • Experience in a healthcare role with a heavy emphasis over the phone preferred;
  • Bilingual (English/Spanish) preferred.