The Healthcare Customer Support Specialist – Patient Services & Care Coordination is responsible for delivering high-quality support to patients while ensuring seamless coordination of care across providers, departments, and services. This role serves as a primary point of contact for patients, assisting with inquiries, appointment scheduling, care navigation, and follow-up support. The specialist plays a critical role in enhancing patient experience, improving access to care, and ensuring timely communication between patients and healthcare teams.
Key Responsibilities:
- Serve as the first line of communication for patient inquiries via phone, email, and online platforms
- Assist patients with appointment scheduling, referrals, and care coordination across departments
- Provide clear, accurate information regarding services, treatment plans, insurance coverage, and billing questions
- Collaborate with clinical teams, case managers, and external providers to ensure continuity of care
- Maintain and update patient records in compliance with HIPAA and organizational policies
- Identify and escalate complex issues or urgent patient concerns to appropriate teams
- Support patients with navigating healthcare systems, including pre-authorizations and follow-up care
- Monitor patient interactions to ensure satisfaction and identify opportunities for service improvement
Qualifications:
- Associate’s or Bachelor’s degree in Healthcare Administration, Nursing, or a related field preferred
- 2+ years of experience in healthcare customer service, patient support, or care coordination
- Strong understanding of medical terminology, insurance processes, and healthcare systems
- Excellent communication, problem-solving, and interpersonal skills
- Proficiency with electronic health records (EHR) systems and customer service tools
Core Competencies:
- Empathy and patient advocacy
- Attention to detail and organizational skills
- Ability to manage multiple tasks in a fast-paced environment
- Strong teamwork and cross-functional collaboration