Job Description

Position Summary

The Customer Service Representative (CSR) in a home health agency setting plays a vital role in creating a positive first impression for patients, families, and visitors. This position is often the initial point of contact, whether in person or by phone, making it essential to provide professional, compassionate, and responsive service. The CSR supports both administrative and clinical functions, including confirming patient eligibility with insurance providers, conducting telephonic surveys, responding to patient inquiries, and assisting with reception desk operations. By fostering clear communication between patients, families, clinical staff, and external partners, the CSR contributes directly to patient satisfaction and the smooth operation of the agency.

Location: Plantation

Key Responsibilities

• Perform outbound telephonic outreach to patients and/or caregivers to complete surveys and gather feedback.
• Conduct outbound calls to insurance providers to confirm patient eligibility and support billing processes.
• Provide reception desk coverage by greeting patients and visitors in a professional, welcoming manner.
• Answer incoming calls, respond to patient and family inquiries, and direct calls to the appropriate staff.
• Provide general information to patients and families regarding agency services, insurance basics, and care processes.
• Handle and assist with basic billing inquiries and processes.
• Support the coordination of incoming and outgoing mail, faxes, and deliveries.
• Assist with office supply inventory, ordering, and distribution.
• Partner with clinical and administrative teams to ensure smooth communication and timely resolution of inquiries.
• Support agency marketing and patient experience initiatives through outreach and follow-up calls.
• Ensure compliance with the agencys Code of Conduct and all applicable healthcare laws and regulations.
• Maintain strict confidentiality of patient information in accordance with HIPAA and agency policies.
• Perform other duties as assigned to support the efficient operation of the agency.

Qualifications

Minimum Required:

• High school diploma or equivalent.
• 12 years of experience in a customer service role, ideally in a healthcare or home health setting.
• Excellent communication and interpersonal skills, with a strong focus on patient-centered service.
• Proficiency in Microsoft Office Suite (especially Word and Excel) and healthcare-related systems (e.g., EMR, scheduling software).
• Ability to multitask effectively in a fast-paced work environment.

Preferred:

• Certification in Customer Service or Healthcare Administration preferred.
• Basic understanding of healthcare billing and insurance processes.
• Familiarity with HIPAA regulations and healthcare compliance requirements.
• Previous experience working in a home health agency or healthcare provider office.
• Bilingual skills (English/Spanish or English/Creole) highly desirable.
• Knowledge of medical terminology and basic clinical processes.

Core Competencies

• Patient-Centered Service : Demonstrates empathy, compassion, and professionalism in every interaction.
• Multitasking & Time Management : Manages multiple priorities effectively without compromising quality.
• Detail Orientation : Ensures accuracy in documentation, communication, and follow-up.
• Critical Thinking : Uses sound judgment to resolve issues and escalate matters appropriately.
• Collaboration : Works cooperatively with clinical and administrative staff to achieve agency goals.
• Adaptability : Adjusts to changing priorities, patient needs, and regulatory requirements.

Reporting to: Keyla Guerrero

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