Provide support through inbound call handling.
Verify caller and patient identity in accordance with client-approved authentication procedures prior to discussing any account or refund-related information.
Assist callers in understanding the purpose of the refund initiative, the status of their refund and next steps based on client-approved workflows
Respond to patient inquiries using approved scripts, workflows, and escalation protocols.
Accurately document all call interactions in client-designated systems, following training and documentation standards.

High school diploma or equivalent
Minimum of 1 year of customer service experience, preferably in a call center, healthcare, or revenue cycle environment
Ability to handle inbound calls professionally and efficiently in a high-volume call center environment
Strong verbal communication skills with the ability to clearly explain billing and refund-related information to patients
Ability to follow structured scripts, workflows, and escalation protocols with a high degree of accuracy
Proven attention to detail and ability to accurately document interactions in designated systems
Ability to maintain confidentiality and adhere to client-approved authentication and data privacy requirements
Basic computer proficiency, including experience navigating multiple systems simultaneously

Comprehensive benefits: medical, dental, vision, HSA and FSA accounts, short-term and long-term disability insurance, accident insurance, hospital indemnity insurance, critical illness insurance, life insurance, supplemental insurance, spouse and dependent life insurance, pet insurance, and legal insurance
Wealth benefits: 401(k) with company match, company HSA contributions, and access to certified financial planners
Generous paid time off: 17 days PTO for full-time colleagues with increases based on tenure, 9 paid holidays and 40 hours of paid volunteer time each year through our Heart & Soul program
Learning & career development: premium LinkedIn Learning access and our SOAR development program
Wellness benefits: free Calm Premium subscription for meditation, stress relief, and sleep support as well as access to our Colleague Assistance Program (EAP) that provides access to licensed professional counselors and work/life resources
Employee discounts: Perk Spot, discounted cell‑phone plans through Previ, and home/auto insurance discounts

Call Center Representative

Key skills