Customer Service Representative

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Act as the initial point of contact for potential patients and referring providers through phone, web forms, referrals, and text communications.

• Clarify the treatment process, address common patient inquiries, and utilize provided training resources to accurately manage basic questions.

• Inquire about intake-related medical histories, including past and current medications, and meticulously document the information.

• Generate and update patient records in the CRM and EMR systems.

• Assist patients in completing necessary forms, thoroughly review submissions, and follow up on any missing or incomplete information.

• Schedule telehealth evaluations with providers, coordinate subsequent steps based on approval status, and arrange induction-phase appointments, including twice-weekly sessions for the initial four weeks.

• Verify insurance benefits, contact payers as needed, and initiate prior authorizations through payer portals or by phone.

• Support patients throughout the intake and treatment process, particularly when they require assistance with portals, forms, or appointment logistics.

• Escalate complex insurance or clinical inquiries to the relevant internal team while ensuring the patient continues moving through the process.

⛳️ Requirements

• Experience in healthcare is beneficial, though not required.

• Compassionate: Capable of being patient, kind, and calm with individuals facing depression, including those who may call repeatedly or require additional reassurance.

• Excellent Communicator: Must be articulate and sound professional, natural, and office-based when interacting with patients.

• Customer-Service Oriented: Strong customer service experience is preferred, particularly with U.S.-based clients or patients.

• Tech-Savvy: Comfortable utilizing computers, email, CRM systems, EMRs, portals, text platforms, and various software tools.

• Detail-Oriented: Able to meticulously review forms, identify missing information, and ensure accuracy in patient records and insurance details.

• Independent: Should not require constant reminders once trained; must be capable of managing the intake workflow and completing tasks independently.

• Quick Learner: Anticipated to swiftly acquire a working understanding of the intake process, software navigation, fundamental treatment FAQs, and insurance procedures through hands-on training.

🏝️ Benefits

• 100% work-from-home flexibility

• Preset salary growth

• Weekly salary payments