Customer Service Call Center - Oklahoma City, OK On Site - $18.50

CCS•Oklahoma City, OK

1d•Onsite

About The Position

The Patient Advocate Representative I is a cross-functional team member responsible for maintaining patient satisfaction and ensuring accurate, timely shipment of orders. The role includes setting up new patient files, processing orders, and providing customer service to patients. This position is on site at the CCS Oklahoma City, Oklahoma office and includes a $2.00 on-site premium. The representative handles patient order processing and service interactions, maintains patient profiles and work queues, documents activity across digital platforms, and coordinates with patients, healthcare professionals, and internal and external stakeholders. The role requires accurate documentation and compliance with company procedures, payer requirements, privacy standards, and applicable insurance regulations. Representatives are expected to support patient satisfaction, resolve issues within scope, escalate when appropriate, and meet productivity and attendance expectations. The posting describes a Monday-through-Friday schedule and notes that evening or weekend availability may be needed. It offers incentives, professional growth, a supportive team, and comprehensive benefits. Residents of Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, and Wyoming are not eligible.

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 internal stakeholders.
Ability to build patient confidence through follow-through, transparent communication, accuracy, precision, and accountability.
Ability to take ownership of outcomes from start to finish 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.

Nice To Haves

At least 6 months of experience in health care insurance verification, order processing, or call center customer service is preferred.
Basic knowledge of billing procedures, insurance reimbursement processes, government payer requirements, private insurance requirements, and HCPC codes is preferred.
Evening or weekend availability may be needed.

Responsibilities

Conduct patient order processing, including updating patient demographics, explaining benefit details, obtaining patient 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 and maintain work activity across iPIMS, Parachute Health, email, To-Do queues, and other digital platforms to support documentation, order processing, and workflow completion.
Obtain, process, and validate required patient consents, including non-verbal, portal, secure-form, and reorder agentless consent, according to 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.
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 internal stakeholders.
Follow company policies, procedures, and standards, including Medicare, Medicaid, HIPAA, and private insurance regulations.
Maintain a high degree of 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 and maintain customer satisfaction and loyalty.
Communicate effectively and empathetically with customers and internal stakeholders; escalate issues to the appropriate level when necessary.
Support revenue through accurate processing of customer orders via calls and emails.
Plan and organize work effectively, complete work to meet productivity requirements, and maintain positive customer service relationships and open communication.