Customer Service Representative (CSR)

Job Title: Customer Service Representative (CSR)
Location: Phoenix, AZ 85040
Duration: 6 + Months (Possibilities of Extension)
 
Training:

• On-site training for approximately 1 month.
• Post-training remote work requires hardwired internet with minimum 25 Mbps download / 3 Mbps upload. Screenshot of speed test must be added to resume.

Schedule:

• Monday–Friday, with Saturday rotation every 7 weeks.
• Must have reliable transportation (public transit is nearby but not directly to the door).

 
Position Summary:
Handles extensive member contact via phone, including inbound/outbound calls from participants and prescribers. Responsible for researching, investigating, and processing orders using Compass and LINKS. Supports customer service, order fulfillment, and payment resolution while adhering to strict turnaround times.
 
Key Responsibilities:

• Respond to telephone inquiries and orders from patients and referral sources.
• Provide information on equipment, supplies, and services.
• Process and verify patient orders, including insurance/payment verification.
• Facilitate order delivery, setup, and pick-up coordination.
• Maintain accurate patient account files and referral data.
• Resolve patient complaints and coordinate corrective action.
• May perform data entry, billing paperwork processing, and documentation tasks.
• Demonstrate excellent customer service and follow standard operating procedures.

 
Required Experience & Skills:

• Minimum 1 year of customer service or call center experience (high-volume environments preferred, 75+ calls/day).
• Strong soft skills, phone etiquette, and computer proficiency (Outlook, Word, Excel).
• Comfortable with call monitoring and performance tracking.
• Basic alphanumeric data entry and intermediate math skills.
• Attention to detail, analytical, and problem-solving abilities.
• Ability to prioritize workload and meet deadlines in a team environment.

Preferred Experience:

• Healthcare or insurance industry experience.
• Knowledge of Medicare, Medicaid, third-party vendors, drug cards, and patient assistance programs.
• Familiarity with medical terminology and insurance concepts.

 
Education:

• High School Diploma or GED

 
Candidate Screening Notes:

1. Confirm reliable transportation.
2. Ensure candidate can work Monday–Friday plus Saturday rotation.
3. Confirm at least 1 year of call center or high-volume customer service experience.
4. Candidate must provide internet speed test screenshot if considering remote transition.