Customer Support Representative

Grand Traverse Internal and Family Medicine is looking for a Customer Support Representative to join our team. You'll be the first point of contact for our patients, handling inquiries about appointments, billing, medical records, and general practice questions. This is a remote position where you'll work independently while staying connected to a small, collaborative healthcare team. You'll need patience, clear communication skills, and the ability to handle sensitive medical information with professionalism and care.

• Answer patient phone calls and emails in a timely manner, responding to appointment requests, billing questions, and general inquiries about our practice
• Schedule and reschedule patient appointments using our electronic health record system, coordinating with clinical staff to find available times
• Process patient check-in and check-out information, including updating insurance details and collecting co-pays
• Assist patients with medical records requests, ensuring compliance with HIPAA regulations and proper documentation procedures
• Explain billing statements and payment options to patients, directing complex financial questions to appropriate staff members
• Maintain accurate patient contact information and communication preferences in our electronic system
• Route urgent patient concerns to clinical staff or providers as needed
• Follow up with patients regarding test results, referrals, or outstanding appointment confirmations
• Document all patient interactions and communications in our records system with clear notes
• Handle basic troubleshooting for patient portal access and password resets

• High school diploma or GED required
• 1+ year of customer service experience in a healthcare or medical office setting (or equivalent customer-facing role with demonstrated ability to learn medical terminology)
• Proficiency with email, phone systems, and basic computer programs
• Strong written and verbal communication skills with an ability to explain medical concepts clearly to patients
• Ability to remain calm and professional when handling frustrated or upset patients
• Understanding of HIPAA privacy regulations and commitment to patient confidentiality
• Reliable internet connection and a quiet workspace suitable for remote work
• Ability to work independently and manage multiple tasks without constant supervision

• Remote work with flexible scheduling options
• Health insurance coverage (medical, dental, vision)
• 401(k) retirement plan with company match
• Paid time off including vacation, sick leave, and holidays
• Professional development opportunities and training
• Collaborative team environment with a small, tight-knit practice
• Direct impact on patient care and satisfaction