About Triple
Triple is leading the way in remote work solutions, helping small and medium-sized businesses in North America build highly efficient remote teams for Administration, Customer Service, Accounting, Operations, and back-office roles. Our focus has always been on our Clients, People, and Planet, ensuring our operations contribute positively across these key areas. Distinguished by its rigorous standards, Triple excels in :
- Selectively recruiting the top 1% of industry professionals
- Delivering in-depth training to ensure peak performance
- Offering superior account management for seamless operations
Embrace unparalleled professionalism and efficiency with Triple, where we redefine the essence of remote hiring.
Summary
This is a full-time remote role for a Senior Customer Service Representative (US Healthcare) . The representative will be responsible for managing patient-facing interactions, including appointment scheduling, insurance verification, and handling pharmacy-related requests. The role involves working closely with healthcare providers to support the delivery of seamless patient care. Candidates must demonstrate empathy, attention to detail, and strong communication skills, along with a solid understanding of healthcare customer service standards and tools.
Responsibilities
Patient Interaction : Handle inbound and outbound patient calls with empathy and professionalism, assisting with appointment scheduling, rescheduling, and follow-ups.Insurance Coordination : Conduct insurance eligibility checks and verify coverage details before appointments to minimize denials and streamline patient visits.Pharmacy Requests : Assist patients with prescription refills, prior authorizations, and pharmacy follow-ups in coordination with clinical staff.Issue Resolution : Address patient concerns or queries promptly, aiming for first-contact resolution while ensuring compliance with HIPAA and internal protocols.Product Knowledge : Maintain a clear understanding of the healthcare services offered to effectively guide patients and provide accurate information.Documentation : Accurately log all patient interactions, insurance details, and appointment updates in the EHR / CRM system to maintain up-to-date records.Problem-Solving : Proactively identify issues, think critically, and collaborate with clinical and administrative teams to resolve them effectively.Compliance : Follow HIPAA regulations and organizational standards to ensure patient data confidentiality and security.Continuous Improvement : Engage in regular training on healthcare procedures, tools, and compliance updates to continuously improve service quality.Team Collaboration : Work closely with the care coordination, front desk, and billing teams to ensure a smooth and positive patient experience.Qualifications
Customer Support, Customer Satisfaction, and Customer Experience skillsExcellent problem-solving and analytical skillsAbility to multitask and prioritize workload in a fast-paced environmentExperience with CRM systems, EHR tools, and contact center technologiesExcellent verbal and written communication skillsAbility to work independently and remotelyA bachelor's degree or higher in a related field is preferredExperience in a healthcare customer service or medical contact center environment is highly preferredSchedule (US Shifts Only)
Eastern Time – 6 : 30 p.m. – 3 : 30 a.m. IST, Rotational ShiftsPacific Time – 9 : 30 p.m. – 6 : 30 a.m. IST, Rotational ShiftsLogistical Requirements
Quiet and brightly illuminated work environmentLaptop with a minimum of 8GB RAM and an i5 8th gen processor720P Webcam and HeadsetA reliable ISP with a minimum speed of 100 MbpsSmartphone