Customer Service Rep - Part - Time

CCS Medical•Roanoke, VA

19h•Remote

About The Position

CCS is hiring a part-time Customer Service Representative to support accurate, timely pharmacy order processing and provide patient-centered service in its chronic care management business. The role resolves patient issues, handles inbound and outbound calls, validates required medical documentation, and helps patients understand order status, documentation needs, and insurance coverage. It works with patients, physicians, referral sources, pharmacy technicians, pharmacists, and other internal and external partners while following company procedures, documentation requirements, and applicable payer guidelines. This is a remote position, with in-office training during the first month at the Roanoke, Virginia office. The posting also states that candidates must live in Roanoke. Residents of Alaska, California, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming, and Illinois are not eligible. The successful candidate communicates clearly and empathetically, works accurately across multiple systems, and takes ownership of assigned work from start to finish. The position requires maintaining confidentiality and compliance, dependable attendance, and flexibility to meet department needs, potentially including evening or weekend availability.

Requirements

High school diploma or GED equivalent.
Ability to navigate multiple systems, digital platforms, databases, and Microsoft products.
Strong attention to detail, accurate data entry, organization, follow-through, multitasking, communication, and problem-solving skills.
Ability to communicate professionally and empathetically with patients, healthcare professionals, manufacturing partners, sales teams, and internal stakeholders.
Ability to follow through transparently and accurately, take ownership of outcomes, follow documented processes, resolve work within scope, and escalate issues appropriately.
Ability to work in a fast-paced, high-volume environment while maintaining confidentiality, compliance, and regular attendance.
Flexibility to meet department needs, including possible evening or weekend availability.
Must live in Roanoke because training is conducted in the office.

Nice To Haves

At least 6 months of experience in healthcare insurance verification, order processing, or call center customer service.
Basic knowledge of billing procedures, insurance reimbursement processes, government and private insurance requirements, and HCPC codes.

Responsibilities

Conduct patient order processing activities, including updating demographics, explaining benefits, obtaining consent, communicating order status, and processing payments.
Maintain patient profiles, manage enrollments, and support basic workflow creation according to business processes, payer requirements, and department procedures.
Use iPIMS, Parachute Health, email, To-Do queues, and other digital platforms to document and complete order-processing workflows.
Obtain, process, and validate patient consents, including non-verbal, portal, secure-form, and reorder agentless consent, in accordance with company procedures, payer requirements, and privacy standards.
Monitor, manage, and resolve assigned work queues to support timely issue resolution and workflow completion.
Handle inbound and outbound patient service interactions, including insurance explanations, service additions, payment processing, patient account reviews, triage, escalation, and resolution of patient or order-related issues.
Drive favorable NPS and CSAT scores.
Maintain working knowledge of core and assigned product lines, basic product identification, and product-specific documentation requirements to support accurate order processing and patient education.
Build and maintain professional relationships with patients, healthcare professionals, manufacturing partners, sales teams, Revenue Cycle Management, Distribution, and other stakeholders.
Follow company policies, procedures, and standards, including Medicare, Medicaid, HIPAA, and private insurance regulations.
Maintain confidentiality when handling sensitive information.
Maintain regular, predictable, and consistent attendance and flexibility to meet department needs.