Customer Service Representative
Infinite Computer Solutions, Baltimore, Maryland, United States
Overview
Job Description:
The Customer Service Representative (CSR) will be responsible for handling inbound calls, chats, and secure messages from healthcare providers or their authorized representatives. The CSR will assist with inquiries related to benefits, eligibility, claims, authorizations, and other support services. This position requires the ability to work across various systems, deliver exceptional customer service, and ensure compliance with privacy and regulatory standards including HIPAA and other applicable guidelines.
Responsibilities
Respond to provider inquiries related to benefits, eligibility, and claim status
Claim research and Explanation of Benefits (EOB)
Authorizations and provider directory inquiries
Navigation support and promotion of the provider self-service portal
Utilize internal systems and tools (via secure access methods) to retrieve and update information
Document all interactions accurately in the designated call/chat tracking systems
Escalate unresolved cases to the appropriate internal departments
Complete all post-interaction tasks, including memos and detailed notes
Communicate clearly, concisely, and professionally with healthcare providers
Promote the effective use of self-service tools and digital resources
Adhere to all privacy laws and regulatory compliance requirements
Meet performance targets and service level agreements (SLAs)
Required Qualifications
High school diploma or equivalent (mandatory)
Some college education or a completed degree (preferred)
Strong command of the English language (verbal and written)
Basic knowledge of Windows OS and Microsoft Office tools
Required Experience
1–2 years of customer service experience (preferably in healthcare or insurance)
Experience working in a call center or support environment
Familiarity with claims processing systems and provider portals (preferred)
Behavioral Attributes
Empathy: Understands and acknowledges provider concerns
Professionalism: Maintains a calm and respectful tone under pressure
Accountability: Takes ownership of responsibilities and outcomes
Adaptability: Flexible with process changes and system updates
Confidentiality: Complies with data privacy standards and regulations
Competencies
Excellent Communication: Ability to articulate clearly and listen actively
Problem Solving: Uses logic and reasoning to resolve issues effectively
Technical Proficiency: Comfortable navigating multiple systems and platforms
Time Management: Handles tasks efficiently while meeting deadlines
Customer Centricity: Focused on delivering a positive provider experience
Team Collaboration: Works well with others and contributes to team success
Education and Experience Range
Range Of Year Experience-Min Year: 1
Range Of Year Experience-Max Year: 3
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The Customer Service Representative (CSR) will be responsible for handling inbound calls, chats, and secure messages from healthcare providers or their authorized representatives. The CSR will assist with inquiries related to benefits, eligibility, claims, authorizations, and other support services. This position requires the ability to work across various systems, deliver exceptional customer service, and ensure compliance with privacy and regulatory standards including HIPAA and other applicable guidelines.
Responsibilities
Respond to provider inquiries related to benefits, eligibility, and claim status
Claim research and Explanation of Benefits (EOB)
Authorizations and provider directory inquiries
Navigation support and promotion of the provider self-service portal
Utilize internal systems and tools (via secure access methods) to retrieve and update information
Document all interactions accurately in the designated call/chat tracking systems
Escalate unresolved cases to the appropriate internal departments
Complete all post-interaction tasks, including memos and detailed notes
Communicate clearly, concisely, and professionally with healthcare providers
Promote the effective use of self-service tools and digital resources
Adhere to all privacy laws and regulatory compliance requirements
Meet performance targets and service level agreements (SLAs)
Required Qualifications
High school diploma or equivalent (mandatory)
Some college education or a completed degree (preferred)
Strong command of the English language (verbal and written)
Basic knowledge of Windows OS and Microsoft Office tools
Required Experience
1–2 years of customer service experience (preferably in healthcare or insurance)
Experience working in a call center or support environment
Familiarity with claims processing systems and provider portals (preferred)
Behavioral Attributes
Empathy: Understands and acknowledges provider concerns
Professionalism: Maintains a calm and respectful tone under pressure
Accountability: Takes ownership of responsibilities and outcomes
Adaptability: Flexible with process changes and system updates
Confidentiality: Complies with data privacy standards and regulations
Competencies
Excellent Communication: Ability to articulate clearly and listen actively
Problem Solving: Uses logic and reasoning to resolve issues effectively
Technical Proficiency: Comfortable navigating multiple systems and platforms
Time Management: Handles tasks efficiently while meeting deadlines
Customer Centricity: Focused on delivering a positive provider experience
Team Collaboration: Works well with others and contributes to team success
Education and Experience Range
Range Of Year Experience-Min Year: 1
Range Of Year Experience-Max Year: 3
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