Customer Service Representative for Sentry Insurance handling phone inquiries and providing quality customer service. Join one of the largest mutual insurance companies in the U.S. and be a part of a growing team.
About the role
- Clinic Support Staff Member serving patients during the intake and scheduling process for mental health services. Assisting clinic operations and ensuring a compassionate experience for clients.
Responsibilities
- Serve as the primary contact for incoming calls and emails from prospective and current clients
- Respond to inquiries about services, scheduling availability, and provider information with professionalism and care
- Schedule, reschedule, and confirm appointments using our electronic medical records (EMR) system (e.g., Valant)
- Track and follow up on patient inquiries to ensure timely resolution and high conversion from inquiry to appointment
- Communicate with clinical staff to support provider availability, cancellations, and urgent patient needs
- Provide patients with accurate information regarding intake forms, insurance, and billing contacts
- Manage documentation and ensure all communication is properly logged in our EMR or communication system
- Escalate complex clinical or billing questions to the appropriate internal team
- Some social media posts
- Other stuff we probably forgot to add but just as meaningful and important to your role ;)
Requirements
- 1+ years of experience in healthcare customer service, medical scheduling, or front desk operations (mental health setting preferred)
- Strong written and verbal communication skills, with a friendly and empathetic tone
- Comfortable working in a remote environment with minimal supervision
- Proficient with EMR systems, email platforms, and phone systems (e.g., Valant, Google Workspace, Dialpad or similar)
- Highly organized and detail-oriented with strong follow-through
- Ability to handle sensitive information with discretion and in compliance with HIPAA regulations
- Prior experience working directly with clients
- Be flexible and available during daytime office hours
- Be accountable for assigned tasks without the need for follow-up supervision
Benefits
- Competitive salary
- Opportunity for advancement
- Flexible work from home options
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