Customer Service Coordinator

WeCare Medical Specialty Group is a rapidly growing healthcare organization dedicated to providing exceptional and compassionate specialized medical care to our patients. We are committed to fostering positive patient experiences and ensuring seamless access to our services. We believe that excellent customer service is a cornerstone of quality healthcare, and we strive to create an accessible and supportive environment for all our patients.

Position Summary:

We are seeking a highly empathetic, organized, and proactive Remote Customer Service Coordinator to join our patient-focused team. In this vital role, you will be the primary point of contact for patients, families, and external partners, providing outstanding support and ensuring their needs are met with efficiency and compassion. You will manage incoming inquiries, coordinate appointments, provide information, resolve issues, and ensure a positive experience for everyone interacting with WeCare Medical Specialty Group. This is a fully remote position, requiring a self-starter with excellent communication skills, a strong ability to multitask, and a genuine desire to help others.

Responsibilities:

Patient Inquiries & Support: Respond promptly and professionally to patient inquiries via phone, email, and potentially chat, addressing questions regarding appointments, services, billing, and general information about WeCare Medical Specialty Group.

Appointment Scheduling & Coordination: Schedule, reschedule, and confirm patient appointments across various specialty departments, ensuring accuracy and adherence to scheduling protocols.

Issue Resolution: Act as a first point of contact for patient concerns or complaints, demonstrating active listening, problem-solving skills, and a commitment to swift and satisfactory resolution. Escalate complex issues to appropriate departments when necessary.

Information Dissemination: Provide clear, accurate, and concise information to patients about our services, clinic locations, preparation for appointments, and general processes.

Record Keeping: Accurately document all patient interactions, inquiries, and resolutions within the designated patient management system (e.g., EHR/EMR, CRM).

Communication & Collaboration: Collaborate effectively with clinical staff, billing specialists, administrative teams, and other internal departments to ensure seamless patient care coordination.

Referral Management (as needed): Assist with the initial processing and coordination of patient referrals, ensuring all necessary information is collected and transmitted.

Follow-Up: Conduct proactive follow-up calls or emails with patients as needed to confirm appointments, address outstanding issues, or gather feedback.

Maintain Confidentiality: Strictly adhere to HIPAA regulations and all patient privacy policies, handling sensitive patient information with the utmost confidentiality and discretion.

Quality Assurance: Strive for continuous improvement in service delivery, actively participating in training and feedback sessions to enhance customer service skills.

Remote Work Environment Management: Maintain a professional and productive home office environment, ensuring reliable internet connectivity and a quiet space for calls.

Qualifications:

Work Permit/Citizenship: Must be a United States citizen or possess a valid work permit allowing employment in the United States.

Education: High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.

Experience: Minimum of 2-3 years of proven customer service experience, preferably within a healthcare, medical office, or call center environment.

Communication Skills: Exceptional verbal and written communication skills with a clear, calm, and empathetic phone demeanor.

Active Listening: Superior active listening skills with the ability to understand and empathize with patient needs and concerns.

Technical Proficiency:

Proficient in using customer relationship management (CRM) software or Electronic Health Records (EHR/EMR) systems.

Strong computer skills, including proficiency with Microsoft Office Suite (Word, Excel, Outlook).

Comfortable learning and adapting to new software and digital tools quickly.

Problem-Solving: Strong critical thinking and problem-solving abilities to address patient issues efficiently and effectively.

Organizational Skills: Excellent organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously and prioritize effectively.

Adaptability: Ability to work independently in a remote environment, adapt to changing priorities, and maintain a high level of professionalism.

Team Player: A collaborative spirit with the ability to work effectively as part of a remote team.

Patience & Empathy: A genuine desire to help people, with the patience and empathy required to assist patients who may be experiencing stress or discomfort.

Reliable Internet & Setup: Must have a stable, high-speed internet connection and a dedicated, quiet, and professional workspace suitable for remote work.