Healthcare Customer Service Representative

About the role

Excello BPO is looking for an experienced Healthcare Customer Service Representative to support a US-based healthcare provider. This is an on-site position involving inbound and outbound calls, appointment coordination, patient information collection and accurate documentation, all delivered with a professional and empathetic approach.

Key responsibilities

• Handle inbound and outbound calls to help patients schedule, confirm and reschedule appointments.
• Conduct patient intake by collecting and documenting personal, medical and case-related information.
• Follow up with patients on appointments, pending information and continuity of care.
• Contact prospective patients and approved leads to coordinate initial appointments.
• Assist with patient re-engagement and follow-up communications.
• Handle sensitive or challenging interactions professionally, explaining care models and treatment options within established guidelines.
• Collect and document information on auto accidents, workers' compensation and attorney referrals when applicable.
• Enter and maintain patient information accurately in Electronic Health Record (EHR) systems.
• Distribute incoming medical reports and documentation to the right departments and review documentation for accuracy.
• Collaborate with internal teams and follow healthcare privacy and data protection procedures.

Required profile

• Previous experience in healthcare customer service, medical appointment scheduling, patient intake or a related healthcare support role.
• Advanced written and spoken English.
• Experience handling inbound and outbound calls in a professional setting.
• Strong communication, active listening and interpersonal skills, with good organisational skills and attention to detail.
• Ability to manage several tasks while keeping patient records accurate, and to work in a fast-paced, patient-focused environment.
• Preferred: experience with US-based healthcare providers, EHR/EMR systems, patient scheduling or intake, and knowledge of workers' compensation, personal injury or auto accident cases.

Required skills

• Comfortable with computer systems, digital documentation and data entry.
• Problem-solving and ability to handle challenging conversations.