Customer Service Representative (Remote)

Care Options For Kids is seeking a professional, compassionate, and customer-focused Customer Service Representative to join our remote support team. This role is responsible for delivering exceptional service to patients, families, healthcare partners, and internal stakeholders by providing timely assistance, resolving inquiries, and ensuring a positive customer experience.

Responsibilities:

• Respond to incoming phone calls, emails, chats, and customer inquiries professionally and efficiently
• Provide accurate information regarding services, programs, policies, and procedures
• Assist customers in resolving questions, concerns, and service-related issues
• Deliver exceptional customer experiences while maintaining professionalism and empathy
• Escalate complex issues to appropriate departments when necessary
• Build positive relationships with patients, families, healthcare professionals, and business partners
• Maintain consistent communication throughout the customer support process
• Document customer interactions accurately within company systems
• Follow up on customer inquiries to ensure timely resolution
• Support customer satisfaction and service excellence initiatives
• Maintain accurate customer records and documentation
• Update customer information and service requests in databases and CRM systems
• Process forms, requests, and supporting documentation according to established procedures
• Assist with scheduling, coordination, and administrative tasks as required
• Ensure data accuracy and compliance with company standards
• Identify customer concerns and determine appropriate solutions
• Utilize active listening and critical thinking skills to resolve issues effectively
• Handle sensitive situations with professionalism, patience, and discretion
• Meet service-level expectations and performance metrics
• Contribute to continuous improvement initiatives that enhance customer satisfaction
• Utilize customer service software, communication platforms, and digital collaboration tools
• Participate in virtual meetings, coaching sessions, and training programs
• Maintain productivity and accountability while working independently
• Adhere to company policies, confidentiality requirements, and quality standards

Requirements:

• High School Diploma, GED, or equivalent required
• Minimum of 1–2 years of customer service, call center, administrative support, or related experience
• Strong proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams
• Excellent verbal and written communication skills
• Strong organizational and multitasking abilities
• Ability to work independently in a remote environment
• Strong problem-solving and conflict-resolution skills
• Ability to maintain confidentiality and professionalism
• Strong attention to detail and accuracy
• Associate degree or Bachelor's degree preferred
• Experience in healthcare customer service, healthcare administration, or patient services
• Experience working in a remote customer support environment
• Familiarity with CRM software, customer management systems, or electronic records systems
• Experience handling high-volume inbound and outbound calls
• Knowledge of healthcare terminology and healthcare service processes
• Experience supporting patients, families, or healthcare providers