Mental Health Customer Service Representative (Remote)

Myriad Genetics; Noordwes; Remote; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dedicated Patient Advocate to serve as the face of the organization. This role involves managing complex inquiries from clinics, physicians, and patients, ensuring timely and accurate testing while providing exceptional customer service. The ideal candidate will possess strong interpersonal and communication skills, with a preference for bilingual individuals. This position offers a dynamic work environment where you can make a significant impact on patient care and experience. Join a team that values diversity and is committed to providing quality service in a supportive atmosphere.

Qualifications

• High School diploma or equivalent required, with at least 1 year of relevant experience.
• Fluent in Spanish is preferred, with excellent communication skills.

Responsibilities

• Review test request forms and ensure accurate testing.
• Communicate with patients regarding insurance coverage and test information.

Skills

Interpersonal Skills

Communication Skills

Typing Speed

Organizational Skills

Problem Solving

Bilingual (Spanish)

Education

High School Diploma

Associate's Degree

Bachelor's Degree

Tools

Microsoft Excel

Microsoft Word

Email

Internet

Job description

Overview

The Patient Advocate will be on the front lines and will act as the face of the organization for our customers, including clinics, physicians, medical staff, and patients. The Patient Advocate will handle a variety of complex inbound and outbound inquiries to assist and empathize with our customers.

Responsibilities

1. Review test request forms and additional documentation submitted with a patient specimen to ensure accurate and timely testing.
2. Work with healthcare providers to complete the required documentation and sample submission.
3. Confirm insurance eligibility and benefit levels.
4. Communicate with patients to explain insurance coverage benefits and test information, including process and turnaround time.
5. Spend approximately 60-80% of the time on the phone.
6. Independently manage assigned work and meet production and quality metrics.
7. Coordinate across departments: collaborate with technology, revenue cycle, field sales, and lab teams for prompt handling of orders and billing processes.
8. Identify issues and trends; work with your team and leadership to develop best practices to enhance service quality and customer experience.
9. Participate in the Quality Assurance plan.
10. Comply with applicable CLIA and HIPAA regulations.

Qualifications

1. High School diploma or equivalent required, with at least 1 year of relevant experience, or an associate's or bachelor's degree.
2. Fluent in Spanish is preferred/encouraged.
3. Excellent interpersonal and communication skills.
4. Preference given to applicants with higher net typing speed.
5. Excellent listening, transcribing, and self-review skills.
6. Proficiency with PC, including Excel, Word, Internet, and email.
7. Ability to manage multiple tasks simultaneously, often under pressure.
8. Strong organizational and task management skills with professional judgment.
9. Enjoys problem solving and pattern recognition.
10. Hardworking, team-oriented, and supportive.

Physical Requirements

Involves sedentary work or exerting up to 10 pounds of force occasionally. Includes stationary positioning, moving, operating equipment, ascending/descending, communicating, observing, pushing or pulling, and reaching. Use of necessary equipment and tools to perform essential job functions.

EEO Statement

We value diversity and are an equal opportunity employer. We prohibit discrimination and harassment based on protected characteristics, including race, religion, gender, sexual orientation, gender identity, age, marital or veteran status, pregnancy, disability, or other protected bases. We provide reasonable accommodations for religious practices, mental health, or physical disabilities.