Customer Experience Representative
Accountabilities: The Customer Experience Representative Senior is responsible for providing high-quality scheduling and administrative support while ensuring patients and clinical teams receive timely, accurate assistance. This role manages complex coordination activities, maintains accurate records, and supports efficient healthcare access through strong communication and attention to detail.
Provide coordinated scheduling support for complex procedures, healthcare services, and order-based activities. Assist patients and clinical professionals by coordinating access to specialty services, hospital and clinic appointments, registrations, and prior authorization processes. Coordinate post-discharge outpatient services based on healthcare team requirements. Deliver exceptional customer service by addressing questions, resolving scheduling challenges, and supporting a positive patient experience. Obtain prior authorizations for advanced imaging and other services through online portals and phone communication. Review, collect, and accurately enter required documentation, including orders, referrals, clinical information, and authorization approvals. Maintain accurate data collection and documentation within electronic medical record systems. Research patient records, evaluate orders based on established protocols, and complete required documentation. Utilize scheduling platforms, digital tools, healthcare portals, and multi-line phone systems to support daily operations. Collaborate with patients, providers, and internal teams to ensure smooth coordination of care services. Identify and address workflow issues while maintaining accuracy, confidentiality, and service standards. Perform additional responsibilities as needed to support operational goals.
Requirements: The ideal candidate has strong customer service experience, excellent organizational skills, and the ability to manage detailed healthcare coordination tasks in a remote environment. This individual should be comfortable working with patients, healthcare professionals, and multiple technology systems while maintaining accuracy and professionalism.
Minimum of 2 years of customer service experience. Must be at least 18 years of age with the education and/or experience necessary to meet role expectations. High school diploma or GED preferred. Associate degree, vocational training, or equivalent education preferred. Experience working in a healthcare environment is preferred. Experience with healthcare scheduling systems, including Epic, is preferred. Strong verbal and written communication skills. Excellent attention to detail and ability to maintain accurate records. Ability to manage multiple priorities while meeting service expectations. Comfortable learning and using electronic medical records, digital platforms, and healthcare technology tools. Strong problem-solving skills and ability to work collaboratively with patients and clinical teams. Ability to work independently while maintaining productivity in a remote setting.
Benefits:
Competitive hourly pay range of $23.22 - $31.83 per hour. Remote work opportunity with scheduled evening shifts. Part-time schedule of approximately 20 hours per week. Medical and dental benefits. Paid time off and time-away programs. Retirement savings plans. Life insurance coverage. Short-term and long-term disability benefits. Voluntary benefits including vision, legal, and critical illness coverage. Tuition reimbursement or continuing education support where applicable. Student loan support resources and public service loan forgiveness guidance. Employee well-being programs, resources, and personalized support. Opportunities for professional growth, training, and career development. Mission-driven environment focused on improving patient care and community health.
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