Customer Service Representative

About the Role

CCS is seeking individuals who will thrive in a patient-centric dynamic environment. This role is located in Charlotte, NC and is an ONSITE role.

Key Responsibilities

• Conduct all patient order processing activities including updating patient demographics, explaining benefit details, obtaining patient consent, communicating order status, and processing payment.
• Maintain patient profiles, manage enrollments, and support basic workflow creation.
• Navigate and maintain work activity within iPIMS, Parachute Health, email, To-Do queues, and other digital platforms.
• Obtain, process, and validate required patient consents in accordance with company procedures, payer requirements, and applicable privacy standards.
• Monitor, manage, and resolve assigned work queues to ensure timely issue resolution and workflow completion.
• Handle inbound and outbound patient service interactions, including insurance explanations, service additions, payment processing, patient account review, triage, escalation, and resolution of patient or order-related issues.
• Maintain working knowledge of core product lines, assigned products, basic product identification, and documentation requirements by product type.
• Build and maintain professional relationships with patients, healthcare professionals, manufacturing partners, sales teams, Revenue Cycle Management, Distribution, and other internal stakeholders.
• Abide by all company policies, procedures, and standards, including Medicare, Medicaid, HIPAA, and private insurance regulations.
• Maintain a high degree of confidentiality due to access to sensitive information.
• Maintain regular, predictable, consistent attendance and be flexible to meet the needs of the department.

Desired Outcomes

• Resolves customer issues in a timely and satisfactory manner.
• Maintains a high level of customer satisfaction and loyalty.
• Communicates effectively and empathetically with customers and internal stakeholders.
• Escalates issues to the appropriate level when necessary.
• Drives revenue through accurate processing of customer orders via calls/emails.
• Plans and organizes work effectively and ensures its completion to meet productivity requirements.
• Maintains positive internal and external customer service relationships and open lines of communication.

Requirements & Tech Stack

• Ability to navigate multiple systems, digital platforms/databases and Microsoft products.

Qualifications

• High school diploma or GED equivalent required.
• Minimum of 6 months of experience in health care insurance verification, order processing, or call center customer service role preferred.
• Basic knowledge of billing procedures, insurance reimbursement processes, government payer requirements, private insurance requirements, and HCPC codes preferred.
• Strong attention to detail, data entry accuracy, organization, follow-through, multitasking, communication, and problem-solving skills required.
• Ability to communicate professionally and empathetically with patients, healthcare professionals, manufacturing partners, sales teams, and other internal stakeholders.
• Ability to build confidence in patient care by consistently following through, communicating with transparency, and completing each task with accuracy, precision, and accountability.
• Ability to take ownership of outcomes from start to finish by following documented processes, resolving work within scope, and escalating issues appropriately.
• Ability to work in a fast-paced, high-volume environment while maintaining confidentiality, compliance, regular attendance, and flexibility to meet department needs, including possible evening or weekend availability.