Customer Service Representative - Charlotte, NC - $22 - ONSITE ROLE

CCS•Charlotte, NC

22h•Onsite

About The Position

CCS is seeking a patient-focused Customer Service Representative to help maintain patient satisfaction and ensure accurate, timely order shipments. This cross-functional role involves setting up patient files, processing orders, and providing service to patients. The position is located in Charlotte, North Carolina and is onsite. The representative processes patient orders and maintains patient profiles, enrollments, and workflows in accordance with company procedures and payer requirements. The role uses multiple digital systems to document work, manage queues, validate patient consent, and resolve order or account issues. It also involves inbound and outbound patient interactions, patient education, payment processing, and collaboration with patients, healthcare professionals, and internal and external partners. The representative must protect confidential information and follow applicable company, privacy, and insurance requirements.

Requirements

High school diploma or GED equivalent required.
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 stakeholders.
Ability to follow through, communicate transparently, and complete tasks accurately and accountably.
Ability to take ownership of outcomes by following documented processes, resolving work within scope, and escalating issues appropriately.
Ability to work in a fast-paced, high-volume environment while maintaining confidentiality, compliance, regular attendance, and flexibility to meet department needs.
Possible evening or weekend availability may be needed.

Nice To Haves

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

Responsibilities

Process patient orders, including updating demographics, explaining benefits, obtaining consent, communicating order status, and processing payments.
Maintain patient profiles and manage enrollments and basic workflows according to business processes, payer requirements, and department procedures.
Use iPIMS, Parachute Health, email, To-Do queues, and other digital platforms to document activity and complete order workflows accurately.
Obtain, process, and validate patient consents, including non-verbal, portal, secure form, and reorder agentless consent, following applicable procedures and privacy standards.
Monitor 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 review, triage, escalation, and resolution of patient or order-related issues.
Support favorable NPS and CSAT scores and maintain customer satisfaction and loyalty.
Maintain knowledge of core and assigned product lines, product identification, and 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 attendance and flexibility to meet department needs.
Resolve customer issues promptly and satisfactorily; communicate effectively and empathetically; escalate issues appropriately.
Drive revenue through accurate processing of customer orders via calls and emails.
Plan and organize work effectively, complete tasks, and meet productivity requirements.
Maintain positive internal and external customer service relationships and open communication.