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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong communication and organizational skills while providing compassionate patient support and navigating healthcare inquiries. Proficient in following established procedures and maintaining patient confidentiality in compliance with HIPAA.
Highest-signal resume keywords
Strong Written And Verbal Communication SkillsAttention To DetailCustomer Service ExperienceHealthcare Terminology FamiliarityZendesk Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Basic Problem-Solving SkillsAbility To Follow InstructionsAbility To Manage Multiple TasksPatient Confidentiality ComplianceDocumentation In Customer Support Systems
Soft Skills
Compassionate Patient-First MindsetPositive And Adaptable AttitudeWillingness To Learn And Receive FeedbackReliabilityCollaboration And Teamwork
Tools & Technologies
Customer Support SoftwareTicketing SoftwareZendesk
Industry Keywords
HIPAA ComplianceHealthcare ExperiencePatient InquiriesAppointment SchedulingPatient Outreach
About the role
Key responsibilities & impact- Respond to patient inquiries via phone, email, and SMS
- Resolve routine patient questions and issues involving account access, appointment scheduling, test kits, eligibility, and general service inquiries
- Conduct outbound patient outreach, including appointment reminders, follow-ups, and requests for additional information
- Follow established standard operating procedures to provide accurate, consistent, and efficient support
- Document patient interactions and resolutions in customer support systems
- Escalate complex, clinical, or urgent concerns to the appropriate team
- Meet performance expectations for productivity, response times, quality, and patient satisfaction
- Maintain patient confidentiality and follow privacy and security policies, including HIPAA
- Collaborate with teammates and share feedback to improve the patient experience and team processes
- Help patients navigate their healthcare experience as a first point of contact
Requirements
What you’ll need- High school diploma or equivalent
- Genuine desire to help people, with a compassionate, patient-first mindset
- Strong written and verbal communication skills
- Excellent attention to detail
- Ability to accurately follow instructions, procedures, and established workflows
- Strong organizational skills and reliability
- Ability to manage multiple tasks efficiently
- Basic problem-solving skills
- Comfort using computers and learning new software and technology
- Positive, adaptable attitude and willingness to learn, receive feedback, and work collaboratively
- Previous customer service experience is nice to have
- Experience in healthcare or familiarity with healthcare terminology is nice to have
- Experience using customer support or ticketing software such as Zendesk is nice to have
- Spanish language proficiency is nice to have
- Unrestricted right to work in the United States for any employer
- No current or future company work authorization sponsorship requirement
Benefits
Comp & perks- Comprehensive medical, dental, vision, life, and disability benefits
- 401k match
- Monthly phone and wifi stipend
- Annual ergonomic stipend
- Generous vacation policy
- Paid holidays
- Company-wide recharge days
- Equal paid parental leave for birthing and non-birthing parents
- Free cancer screening and prevention resources for employees and their adult dependents
- Competitive pay
- Remote work arrangement