Customer Service Rep - Onsite Roanoke, VA

CCS Medical•Roanoke, VA

16h•Onsite

About The Position

The Customer Service Representative supports accurate and timely pharmacy order processing by resolving patient issues, handling inbound and outbound calls, validating required medical documentation, and helping patients understand order status, documentation needs, and insurance coverage. The role works with patients, physicians, referral sources, pharmacy technicians, pharmacists, and other internal and external partners to provide a positive customer experience while following company procedures, documentation requirements, and applicable payer guidelines. This is an onsite position in the Roanoke, Virginia office. The role includes patient order processing, maintaining patient profiles and enrollments, obtaining and validating consent, managing work queues, and addressing patient or order-related issues. The representative is expected to communicate professionally and empathetically, maintain confidentiality and compliance, and meet productivity and attendance expectations. The posting notes that the position has a Monday-through-Friday schedule and may require flexibility, including possible evening or weekend availability to meet department needs.

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 internal stakeholders.
Ability to work in a fast-paced, high-volume environment while maintaining confidentiality, compliance, regular attendance, and flexibility to meet department needs.
Ability to follow documented processes, take ownership of outcomes, resolve work within scope, and escalate issues appropriately.
Must live in the Roanoke area and work 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 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.
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, account reviews, triage, escalation, and resolution of patient or order-related issues.
Support favorable NPS and CSAT scores and maintain customer satisfaction and loyalty.
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 stakeholders.
Follow company policies, procedures, and standards, including Medicare, Medicaid, HIPAA, and private insurance regulations.
Maintain confidentiality when handling sensitive information.
Maintain regular, predictable, consistent attendance and flexibility to meet department needs.
Resolve customer issues in a timely and satisfactory manner; communicate effectively and empathetically with customers and internal stakeholders, escalating issues when appropriate.
Process customer orders accurately through calls and emails to support revenue.
Plan and organize work, complete assigned tasks, and meet productivity requirements.
Maintain positive internal and external service relationships and open communication.