- Respond to patient inquiries via phone, email, and SMS with timely, professional, and compassionate support.
- Resolve routine questions and issues involving account access, appointment scheduling, test kits, eligibility, and general services.
- Conduct outbound outreach for appointment reminders, follow-ups, and requests for additional information.
- Follow standard operating procedures to provide accurate, consistent, and efficient support.
- Document patient interactions and resolutions in customer support systems.
- Escalate complex, clinical, or urgent concerns to the appropriate team.
- Meet performance expectations for productivity, response times, quality, and patient satisfaction.
- Protect patient confidentiality and follow applicable privacy and security policies, including HIPAA.
- Collaborate with teammates and share feedback to improve patient experience and team processes.
Problem SolvingWritten communicationVerbal communication+3 more