Wellness-Incentive CSR – Onsite

Patient Communication & Appointment Management

Efficiently manage inbound and outbound calls by scheduling, confirming, rescheduling, or cancelling appointments while clearly communicating essential information such as required documents, insurance details, medication lists, and visit fees. Ensure accuracy in all scheduling activities in alignment with clinic policies and medical acceptance criteria.

Customer Service Excellence & Issue Resolution

Deliver outstanding customer service by actively listening to patients and clients, understanding their needs, and resolving inquiries with professionalism and empathy. Maintain a high level of courtesy and sensitivity in all interactions, ensuring patient satisfaction and positive impressions of the organization.

Insurance Coordination & Account Support

Accurately verify and document insurance coverage through phone, online tools, or third-party billing partners. Respond to insurance-related inquiries, process account updates, and coordinate with internal departments such as Sales, Reimbursement, and Logistics to ensure seamless service delivery.

Confidential Data Handling & Documentation

Manage sensitive patient information in compliance with HIPAA and company confidentiality standards. Accurately record all interactions, appointments, and customer feedback in the designated systems, and follow up on outstanding issues or complaints to ensure timely resolution.

Interdepartmental Collaboration & Service Optimization

Collaborate with cross-functional teams including Operations, Sales, Clinical, and Administrative units to address patient needs, enhance service delivery, and identify process improvements. Participate in training and ongoing development initiatives to stay updated on evolving procedures, products, and compliance requirements.