Mental Health Customer Service Representative (Remote)

Myriad Genetics•Salt Lake City, OH

14h•Remote

About The Position

The Patient Advocate serves as a front-line representative and the face of the organization for clinics, physicians, medical staff, and patients. The role handles complex inbound and outbound inquiries, assisting and empathizing with customers while coordinating patient testing services. Employees spend approximately 60–80% of their time on the phone. The Patient Advocate reviews test request forms and supporting documentation, works with healthcare providers to complete required documentation and sample submission, confirms insurance eligibility and benefit levels, and explains coverage, test information, processes, and turnaround times to patients. The role coordinates with technology, revenue cycle, field sales, and laboratory teams to support timely order handling and billing, manages assigned work against production and quality metrics, identifies issues and trends, contributes to best practices, participates in the Quality Assurance plan, and complies with applicable CLIA and HIPAA regulations.

Requirements

High school diploma or equivalent and at least one year of relevant experience, or an associate or bachelor's degree.
Excellent interpersonal and communication skills.
Excellent listening, transcribing, and self-review skills.
PC experience, including familiarity with Excel, Word, the Internet, and email.
Ability to manage several tasks simultaneously, often under pressure.
Excellent organizational and task-management skills and professional judgment.
Problem-solving ability and interest in identifying patterns.
Ability to work hard as part of a team and support others.

Nice To Haves

Fluency in Spanish is preferred or encouraged.
Preference is given to applicants with a higher net typing speed.

Responsibilities

Review test request forms and supporting documentation submitted with patient specimens to ensure accurate and timely testing.
Work with healthcare providers to complete required documentation and sample submission.
Confirm insurance eligibility and benefit levels.
Communicate with patients about insurance coverage, benefits, test information, processes, and turnaround times.
Handle complex inbound and outbound customer inquiries; employees are on the phone approximately 60–80% of the time.
Independently manage assigned work and meet production and quality metrics.
Coordinate with technology, revenue cycle, field sales, and laboratory teams to support prompt order handling and billing processes.
Identify issues and trends and collaborate with the team and leadership to develop best practices and improve customer service.
Participate in the Quality Assurance plan.
Comply with applicable CLIA and HIPAA regulations.