Customer Service Rep - Part - Time

CCS • Roanoke, VA

1d • Remote

About The Position

The Customer Service Representative supports accurate and timely pharmacy order processing by resolving patient issues, handling inbound and outbound calls, validating medical documentation, and helping patients understand order status, documentation needs, and insurance coverage. The role works with patients, physicians, referral sources, pharmacy technicians, and pharmacists to provide a positive customer experience while following company procedures, documentation requirements, and applicable payer guidelines.

This is a part-time remote position. The first month of training is conducted in the Roanoke, Virginia office, and applicants must live in Roanoke. The role requires strong attention to detail, communication, confidentiality, and compliance, as well as flexibility to meet department needs, including possible evening or weekend availability.

Requirements

• High school diploma or GED equivalent.
• Strong attention to detail, data-entry accuracy, organization, follow-through, multitasking, communication, and problem-solving skills.
• Ability to navigate multiple systems, digital platforms, databases, and Microsoft products.
• Ability to communicate professionally and empathetically with patients, healthcare professionals, manufacturing partners, sales teams, and other internal stakeholders.
• Ability to build patient confidence through follow-through, transparent communication, accuracy, precision, and accountability.
• Ability to 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, regular attendance, and flexibility, 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

• Process patient orders, including updating demographics, explaining benefits, obtaining consent, communicating order status, and processing payments.
• Maintain patient profiles, manage enrollments, and support basic workflow creation in accordance with business processes, payer requirements, and department procedures.
• Use iPIMS, Parachute Health, email, To-Do queues, and other digital platforms to document, process orders, and complete workflows accurately.
• Obtain, process, and validate patient consents in accordance with company procedures, payer requirements, and applicable privacy standards.
• Monitor, manage, and resolve assigned work queues to ensure timely issue resolution and workflow completion.
• Handle inbound and outbound patient service interactions, including insurance explanations, service additions, payment processing, account reviews, triage, escalation, and resolution of patient or order-related issues.
• Support favorable NPS and CSAT scores through effective patient service.
• Maintain working knowledge of core and assigned product lines, product identification, and product-specific documentation requirements to support order processing and patient education.
• Build and maintain professional relationships with patients, healthcare professionals, manufacturing partners, sales teams, Revenue Cycle Management, Distribution, and other internal 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.
• Resolve customer issues in a timely and satisfactory manner, maintain customer satisfaction and loyalty, and communicate effectively and empathetically.
• Escalate issues to the appropriate level when necessary.
• Drive revenue through accurate processing of customer orders via calls and emails.
• Organize and plan work effectively and complete it to meet productivity requirements.
• Maintain positive internal and external customer service relationships and open communication.

Benefits

• Competitive salary and attractive incentives.
• Bonus, incentive, or commission opportunities, if applicable.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off, including vacation and holidays.
• Ongoing training and professional development.
• Wellness programs and mental health support.
• Paid holidays and time off on holidays.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED