Healthcare Customer Support Specialist job description

Job brief

We are looking for a compassionate Healthcare Customer Support Specialist to join our patient experience team and simplify the complexity of medical navigation for our clients. In this role, you will be the primary point of contact for patients, helping them resolve billing concerns, verify insurance details, and navigate our digital health platforms. You will work alongside our clinical and administrative staff to ensure that every patient receives accurate, timely, and supportive information. If you are a problem-solver who excels in high-empathy environments and wants to improve health outcomes, we invite you to apply.

What is a Healthcare Customer Support Specialist?

A Healthcare Customer Support Specialist serves as the vital bridge between patients, healthcare providers, and our administrative systems. This professional ensures the seamless delivery of care by navigating complex insurance documentation, scheduling coordination, and patient portal troubleshooting. By leveraging HIPAA-compliant software and CRM platforms, a Healthcare Customer Support Specialist maintains data integrity while providing the high-touch, sensitive communication required in medical service environments.

What does a Healthcare Customer Support Specialist do?

On a daily basis, a Healthcare Customer Support Specialist manages high-volume inquiries via phone, secure messaging, and email, ensuring all patient interactions adhere to strict privacy standards. They resolve complex service issues by coordinating with billing departments, insurance adjusters, and clinical staff to clarify coverage or documentation discrepancies. By documenting every interaction in platforms like Salesforce Health Cloud or Zendesk, they provide actionable data that improves patient satisfaction and streamlines our internal medical operations.

Key responsibilities

• Navigate complex billing, copay, and insurance verification inquiries using our integrated EMR and CRM systems.
• Resolve patient service issues by coordinating with cross-functional teams, including medical billing, pharmacy, and clinical providers.
• Maintain strict HIPAA compliance and data privacy standards while documenting all patient communications in the company database.
• Facilitate patient onboarding by providing step-by-step guidance for our digital health portals and tele-health application platforms.
• Identify and escalate recurring service bottlenecks or technical bugs to the product team to enhance the overall user experience.
• Analyze weekly performance metrics including Average Handle Time (AHT) and First Contact Resolution (FCR) to meet service level agreements.
• Draft and update standardized responses for our internal knowledge base to ensure consistent, accurate information across support channels.
• Handle sensitive inquiries with extreme empathy, ensuring that patients feel heard, supported, and clearly informed about their care path.

Requirements and skills

• Minimum of 2 years in customer support or patient relations, preferably within a HIPAA-regulated healthcare environment.
• Hands-on experience with modern CRM platforms such as Salesforce Health Cloud, Zendesk, or Freshdesk to manage support tickets.
• Proven ability to navigate Electronic Medical Records (EMR) or Health Information Systems to pull relevant patient data.
• Strong understanding of medical terminology, insurance billing cycles, and basic CPT/ICD-10 coding concepts.
• Exceptional ability to translate complex medical or billing policy information into clear, easy-to-understand language for patients.
• Demonstrated ability to manage high-volume, emotional interactions with composure while maintaining strict focus on accuracy.
• Hold a certification such as Certified Patient Experience Professional (CPXP) or equivalent health administrative credential.
• Proficiency in Microsoft Office Suite and collaborative tools like Slack or Microsoft Teams for internal communication.

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