We are looking for an experienced and compassionate Customer Service Representative (CSR) with a background in healthcare accounts, particularly with hands-on experience using the Athenahealth Electronic Medical Record (EMR) system. This role is centered on providing high-quality support to patients and healthcare providers through inbound and outbound calls. The ideal candidate will assist in managing patient appointments, resolving service-related inquiries, and ensuring a seamless experience throughout the healthcare journey.

Key Responsibilities:

• Handle inbound and outbound calls with professionalism and empathy, assisting patients with appointment scheduling, service inquiries, and medical record access.
• Utilize the Athenahealth EMR system to accurately document patient information, update records, and coordinate with healthcare providers.
• Support patients in navigating healthcare services available through the clinic or organization, including referrals, follow-ups, and administrative needs.
• Provide timely and accurate responses to questions regarding services, policies, and procedures while ensuring patient satisfaction.
• Coordinate with clinical teams, billing departments, and other administrative units to ensure smooth communication and resolution of patient concerns.
• Ensure all documentation is compliant with HIPAA and internal data privacy standards.
• Maintain accurate and up-to-date patient records within CRM or EMR systems.
• Prepare reports on patient interactions and service trends using Microsoft Office or Google Drive.
• Perform other healthcare support tasks as assigned to aid in daily operations.

• 1–2 years of experience in a healthcare-focused BPO or contact center role, with familiarity in handling U.S. medical accounts.
• Proficiency with Athenahealth EMR and/or similar electronic medical record systems.
• Strong verbal and written communication skills, with a patient-centered and empathetic approach.
• Excellent multitasking, time management, and problem-solving abilities.
• Typing speed of at least 35 WPM and a reliable home internet connection (minimum 25 Mbps).
• Knowledge of medical terminology and healthcare processes is a plus.
• Flexible to work during U.S. business hours or night shifts.

We provide all the necessary equipment for the role.