Customer Service Representative (CSR)

Job Title: Virtual Administrative Medical Assistant (VAMA)

Job Summary

We are seeking a dedicated and customer-focused Patient Calling Customer Service Representative to manage outbound and inbound communication with patients for U.S. healthcare providers. The candidate will assist patients with appointment scheduling, billing inquiries, insurance-related questions, payment reminders, and general support while ensuring HIPAA compliance and delivering excellent customer service.

Key Responsibilities

• Handle inbound and outbound patient calls professionally and courteously
• Schedule, reschedule, and confirm patient appointments
• Explain patient balances, invoices, and billing statements
• Assist patients with basic insurance-related inquiries
• Update patient demographics and account information accurately
• Follow up with patients regarding unpaid balances and payment plans
• Document call details and notes accurately in the system
• Coordinate with provider offices and billing teams as required
• Maintain HIPAA compliance and patient data confidentiality
• Meet daily productivity, quality, and performance targets

Required Skills

Communication Skills

• Excellent verbal communication skills in English
• Neutral accent with professional phone etiquette
• Strong active listening and empathetic communication skills

Technical Skills

• Basic understanding of U.S. healthcare processes
• Familiarity with EMR/EHR systems preferred
• Good typing speed and documentation skills
• Working knowledge of MS Excel and email communication

Preferred Knowledge

• Basics of medical billing
• Understanding of insurance terminology
• Knowledge of prior authorization processes
• Patient eligibility verification

Educational Qualification

• Graduate in any discipline preferred
• Healthcare certification will be considered an added advantage

Salary: 40k/month + incentives based on performance