Hire Health Care Customer Service Representatives
In this highly digital age, companies have evolved into providers that boast of accessibility anytime, anywhere. Product information is within reach with a smartphone.
The healthcare space is no different. With just one call, you can speak with a health care customer service representative to sort out your concern. As more and more businesses are placing value on customer service, a health care customer service representative’s role is essential.
As company representatives, health care customer service representatives can make or break a customer’s experience in a single call. That is why hiring the right fit for your company is a must. For hiring managers, the search begins with writing an accurate job description that evokes both curiosity and excitement in candidates. A job description is the first point of communication between candidates and the hiring medical facility or institution. Create a job description that is clear, concise, and detailed. Are you looking for candidates who live in a specific area? What is the schedule? Is prior experience required? Outline the responsibilities and requirements clearly. Keep in mind that the job description should be more than just a list of expectations. Highlight what you can offer the candidate as well.
Once you have a compelling job description, posting your job announcement is the next step. Aside from general job boards, it is best for hiring managers to post job announcements on healthcare-specific job boards, online groups, and in community groups as well.
Health Care Customer Service Representative Responsibilities
The primary responsibility of a health care customer service representative is to inform customers about their insurance coverage, claims, and benefits in a friendly and professional manner. When a customer calls in, a health care customer service representative has the opportunity to begin a positive customer experience through a friendly greeting and by engaging the customer into a conversation. The representative can make a great impression on behalf of the company.
During the conversation, the representative identifies the need, acquires the details, and provides a resolution within their scope. They are knowledgeable with updated information on insurance plans, policies, and benefits and explain them accurately to customers. If covered, health care customer service representatives may grant pre-authorizations for medical procedures and inform members about balances and co-payment arrangements. Representatives escalate calls to their supervisor if they are unable to manage the concern or request.
Depending on company policy, the representative may memorize scripts provided by the company. Additionally, they maintain a call database to provide records for the business.
Health Care Customer Service Representative Skills and Qualifications
To be successful in the role, candidates must have a customer-centric mindset. Excellent verbal communication, active listening skills, and the ability to multitask are also keys to the position. A health care customer service representative may encounter frustrated customers. In this situation, the ability to maintain composure and a calm, professional demeanor is essential.
A high school diploma or GED is usually required. However, an associate or bachelor’s degree may be required as well, depending on hiring parameters. Moreover, knowledge of computer systems navigation and data entry is helpful and previous customer service experience is advantageous. As the schedule may vary per medical facility, flexibility to work on evenings, weekends, and even holidays is a plus.
Exceptional customer experience is priceless. Simply put, each health care customer service representative is the voice of the company. Each call is an opportunity to make a great lasting impression.
