Location: Plano, TX / 100% Onsite (8am – 5:30pm)

Position: Customer Service Representative

Duties & Responsibilities

• Call Center / Intake Support; Manage inbound calls from providers, office staff, and patients in a professional and courteous manner.
• Provide case status updates, submission requirements, product information, and portal support.
• Troubleshoot basic issues and escalate complex questions appropriately.
• Accurately document all call interactions and maintain service-quality standards.

Data Entry & Case Management

• Enter, update, and maintain patient and case information in internal systems with high accuracy.
• Review submissions for completeness and request additional information when needed.
• Identify duplicate or conflicting records and escalate or merge accordingly.
• Perform routine data validation, audits, and reporting tasks.
• Maintain confidentiality and adhere to compliance and data handling policies.

Cross Functional Support

• Collaborate with clinical intake, authorization, and operations teams to resolve discrepancies.
• Support workflow improvements to enhance accuracy and efficiency.
• Maintain current knowledge of products, submission requirements, and internal processes.
• Assist with training support and portal related inquiries as required.

Required Experience

• 1-3 years of experience; call center experience, data entry, or customer service.
• Previous experience in healthcare or customer service preferred.

Key Skills

• Strong attention to detail and data accuracy.
• Excellent verbal and written communication skills.
• Ability to multitask in a fast paced environment.
• Proficiency with electronic databases and Microsoft Office.
• Strong problem solving and customer service orientation.

Preferred Experience

• Familiarity with medical terminology, insurance authorization processes, or clinical workflows.
• Experience using Salesforce, CRM platforms, or EMR systems.
• Prior call center or data entry experience in a healthcare setting.

Education –

• High school diploma or equivalent required.