Customer Service Representative

Randstad USA; Bellevue (WA); On-site; USD 23,000 - 39,000; Full time

Job summary

Randstad USA is seeking a dedicated Customer Service Representative to join our healthcare team onsite in Bellevue, WA. You will be the first point of contact for patients, members, and providers, handling registration, insurance verification, and answer inquiries to ensure a positive patient experience.

The role emphasizes accurate information, problem-solving, and collaboration with medical groups and facilities.

Qualifications

• High School Diploma or equivalent.
• 3–5 years of proven customer service experience.
• Proficient in Microsoft Office (Outlook) and typing speed 30 WPM.

Responsibilities

• Patient Access & Registration: register and check-in for urgent care, verify insurance and update information.
• Inquiry Management: manage incoming contacts and respond to inquiries related to eligibility, benefits, billing, facility info, and product lines.
• Problem Resolution: evaluate data to determine course of action for resolving complaints or coordinating service recovery.
• Care Coordination: contact medical groups, health plans, and facility personnel to obtain necessary information and resolve concerns.
• Systems Navigation: use internal tools and IVR to process requests like ID cards, dependent updates, and billing inquiries.
• Compliance & Privacy: maintain patient information privacy per healthcare guidelines and codes of conduct.
• Continuous Improvement: monitor performance and meet guidelines for call handling and customer retention.

Skills

communication skills

problem-solving skills

Call center experience

Education

High School

Job description

About the Role

We are seeking a dedicated and compassionate Customer Service Representative to join our healthcare team. In this role, you will be the first point of contact for patients, members, and providers, working onsite in a patient access environment. You will be responsible for increasing customer satisfaction by providing accurate, consistent, and timely information. Whether you are checking in patients for urgent care, verifying insurance, or answering complex inquiries, your goal is to build collaborative relationships and ensure an exceptional patient experience.

Key Responsibilities

• Patient Access & Registration: Perform patient registration and check-in for urgent care services, accurately verifying insurance and updating patient information.
• Inquiry Management: Answer and document incoming contacts professionally. Respond to complex inquiries related to eligibility, benefits, billing, facility information, and specialized healthcare product lines.
• Problem Resolution: Evaluate data to determine the appropriate course of action for resolving complaints or coordinating service recovery.
• Care Coordination: Initiate contact with the appropriate medical group, health plan, and facility personnel to obtain necessary information and resolve patient concerns.
• Systems Navigation: Utilize internal tools and systems (including web support and IVR systems) to process requests such as ID card orders, dependent updates, and premium billing inquiries.
• Compliance & Privacy: Strictly maintain the privacy and confidentiality of all patient information in adherence to healthcare compliance guidelines and organizational codes of conduct.
• Continuous Improvement: Develop a full awareness of how performance affects the patient experience and meet department guidelines for call handling, first-contact resolution, and customer retention.

Required Qualifications

• Education: High School Diploma or equivalent.
• Experience: 3 to 5 years of proven customer service experience.
• Technical Skills: Proficient in Microsoft Office (especially Outlook). Minimum typing speed of 30 WPM (must be able to pass a current typing test).
• Core Competencies: Excellent written and verbal communication skills. Demonstrated analytical, critical thinking, and problem-solving abilities. Ability to read, understand, and respond briefly, clearly, and effectively to complex policies and processes. Must be able to successfully pass a standard internal classification assessment.

salary: $27.49 - $27.5 per hour

shift: First

work hours: 8 AM - 5 PM

education: High School

Responsibilities

• Patient Access & Registration: Perform patient registration and check-in for urgent care services, accurately verifying insurance and updating patient information.
• Inquiry Management: Answer and document incoming contacts professionally. Respond to complex inquiries related to eligibility, benefits, billing, facility information, and specialized healthcare product lines.
• Problem Resolution: Evaluate data to determine the appropriate course of action for resolving complaints or coordinating service recovery.
• Care Coordination: Initiate contact with the appropriate medical group, health plan, and facility personnel to obtain necessary information and resolve patient concerns.
• Systems Navigation: Utilize internal tools and systems (including web support and IVR systems) to process requests such as ID card orders, dependent updates, and premium billing inquiries.
• Compliance & Privacy: Strictly maintain the privacy and confidentiality of all patient information in adherence to healthcare compliance guidelines and organizational codes of conduct.
• Continuous Improvement: Develop a full awareness of how performance affects the patient experience and meet department guidelines for call handling, first-contact resolution, and customer retention.

Skills

• communication skills
• problem-solving skills
• Call center experience

Qualifications

• Years of experience: 3 years
• Experience level: Experienced

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Experience

• Experienced
• 3 years

Education

• High School