Job Description
We are looking for a Medical Customer Service Rep to support patients through a high-volume customer service environment in Shelton, Connecticut. This Long-term Contract position is ideal for someone who communicates with empathy, handles billing-related questions with confidence, and brings a solid understanding of medical terminology to daily interactions. The role focuses on delivering accurate information, documenting conversations carefully, and helping callers navigate healthcare-related concerns with professionalism.
Responsibilities:
• Respond to inbound patient calls and provide courteous, timely assistance for a wide range of service inquiries.
• Explain billing matters, account details, and general healthcare-related questions in a clear and supportive manner.
• Record call details accurately in Epic and other relevant systems while maintaining complete and organized documentation.
• Use medical terminology appropriately to understand caller concerns and route issues to the correct team when needed.
• Resolve routine service issues efficiently and escalate more complex cases according to established procedures.
• Support positive patient experiences by listening carefully, confirming needs, and providing thorough follow-up information.
• Maintain performance and quality expectations in a call center setting with consistent attention to accuracy and service standards.• At least 2 years of experience in customer service, preferably in a medical or healthcare call center environment.
• Working knowledge of basic medical terminology and the ability to apply it during patient-facing conversations.
• Experience handling inbound calls while managing multiple tasks in a fast-paced service setting.
• Familiarity with patient billing processes and the ability to address related questions professionally.
• Hands-on experience using Epic EMR, including Epic modules and related software tools.
• Strong verbal communication skills with a patient-focused approach and careful attention to detail.
• Ability to document interactions accurately and follow established procedures for issue resolution and escalation.
