Call Center Representative (Healthcare) Hybrid -
About The Position
The Patient Services Representative supports a high-volume healthcare assistance program during open enrollment season. The role assists patients, caregivers, healthcare providers, pharmacies, and insurance companies by managing inbound and outbound communications, researching and resolving inquiries, and helping people navigate healthcare and insurance processes. Representatives handle Protected Health Information in accordance with HIPAA, document interactions accurately, and help determine eligibility for financial assistance. The position uses a person-centered approach and collaborates with internal teams to resolve patient needs. This is a 4–6 month contract role with potential for extension or conversion, based in Midlothian, Virginia. The hybrid schedule is Tuesday through Thursday in the office and Monday and Friday remote. Hours are Monday through Friday, 8:30 a.m. to 5:00 p.m.; weekends are not required. The process includes one onsite interview with the hiring manager.
Requirements
- At least 1 year of recent healthcare customer service experience.
- Experience handling inbound and outbound calls.
- Knowledge of HIPAA regulations and PHI management.
- Understanding of Medicare, Medicaid, Marketplace, or private insurance plans.
- Strong communication and problem-solving skills.
- Proficiency with Microsoft Office Suite.
- Basic math skills and ability to calculate eligibility requirements.
- Ability to work independently and take initiative to find solutions.
- High attention to detail and strong documentation skills.
Responsibilities
- Answer and manage approximately 20–25 inbound and outbound calls daily.
- Assist patients, caregivers, providers, pharmacies, and insurance companies with program-related inquiries.
- Research and resolve issues by identifying appropriate resources and solutions.
- Handle Protected Health Information (PHI) in accordance with HIPAA guidelines.
- Document interactions accurately and maintain detailed records.
- Support inquiries related to Medicare, Medicaid, private insurance, and marketplace coverage.
- Calculate eligibility and assist with financial assistance program requirements.
- Provide exceptional customer service using a person-centered approach.
- Collaborate with internal teams to ensure timely resolution of patient needs.
Benefits
- Medical, dental, and vision coverage, if eligible.
- Critical illness, accident, and hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contribution options, if eligible.
- Voluntary life and AD&D insurance for the employee and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off/leave, including PTO, vacation, or sick leave, if eligible.
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
