Senior Customer Service Representative
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Job Description
Care Navigator coordinating patient referrals and appointments for TEKsystems’ healthcare client. Supporting patients through outreach, documentation, and healthcare access barriers.
Responsibilities:
- Conduct outbound outreach via phone, text, and email to assist patients with scheduling appointments.
- Educate patients on referral processes, next steps, and available resources.
- Provide compassionate and culturally responsive support to improve patient engagement and reduce no-shows.
- Identify and resolve barriers to care as a patient advocate.
- Manage and prioritize referral requests to meet service level agreements (SLAs).
- Communicate with specialty providers and healthcare partners regarding referral status.
- Track referrals through completion and ensure successful referral loop closure.
- Escalate issues or delays to support timely patient access to care.
- Document patient interactions accurately in EMR and CRM systems.
- Maintain detailed, audit-ready records using standardized documentation practices.
- Follow HIPAA guidelines and privacy regulations.
- Ensure data accuracy and completeness across multiple systems.
- Manage personal work queues and dashboards to meet productivity goals.
- Monitor referral volumes and address outstanding tasks.
- Adhere to quality assurance standards and internal workflows.
- Support continuous improvement initiatives and operational best practices.
Requirements:
- High school diploma or equivalent required.
- Minimum of 2-3 years of healthcare administrative, patient support, medical office, care coordination, or related experience.
- Strong customer service and communication skills.
- Proficiency with Microsoft Office applications.
- Experience handling administrative and clerical responsibilities.
- Ability to multitask and manage competing priorities in a remote environment.
- Strong attention to detail and organizational skills.
- Healthcare call center experience preferred.
- Patient scheduling and referral management preferred.
- Experience working within EMR/EHR systems preferred.
- Knowledge of HIPAA compliance and healthcare documentation requirements preferred.
Benefits:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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