Healthcare Customer Support Specialist – Patient Services & Care Coordination

The Healthcare Customer Support Specialist Patient Services & Care Coordination is responsible for delivering high-quality support to patients while ensuring seamless coordination of care across providers departments and services. This role serves as a primary point of contact for patients assisting with inquiries appointment scheduling care navigation and follow-up support. The specialist plays a critical role in enhancing patient experience improving access to care and ensuring timely communication between patients and healthcare teams.

Key Responsibilities:

• Serve as the first line of communication for patient inquiries via phone email and online platforms
• Assist patients with appointment scheduling referrals and care coordination across departments
• Provide clear accurate information regarding services treatment plans insurance coverage and billing questions
• Collaborate with clinical teams case managers and external providers to ensure continuity of care
• Maintain and update patient records in compliance with HIPAA and organizational policies
• Identify and escalate complex issues or urgent patient concerns to appropriate teams
• Support patients with navigating healthcare systems including pre-authorizations and follow-up care
• Monitor patient interactions to ensure satisfaction and identify opportunities for service improvement

Qualifications:

• Associates or Bachelors degree in Healthcare Administration Nursing or a related field preferred
• 2 years of experience in healthcare customer service patient support or care coordination
• Strong understanding of medical terminology insurance processes and healthcare systems
• Excellent communication problem-solving and interpersonal skills
• Proficiency with electronic health records (EHR) systems and customer service tools

Core Competencies:

• Empathy and patient advocacy
• Attention to detail and organizational skills
• Ability to manage multiple tasks in a fast-paced environment
• Strong teamwork and cross-functional collaboration