Patient Phone Line

Job summary

The Patient Phone Line Representative serves as the first point of contact for patients calling into our billing and support line. This role will be part of our U.S. - based team and will work the second shift, starting at 3:00 PM. The role is responsible for delivering exceptional customer service, navigating patient inquiries with professionalism and empathy, and acting as the subject matter expert for patient insurance and billing processes within the Ezderm system.

The right candidate is a skilled communicator who thrives in a fast-paced environment, takes ownership of patient experience, and supports the broader Revenue Cycle Management team through both direct service and peer development.

Responsibilities:

• Promptly answers, screens, and processes telephone inquiries, voicemails, and text messages with diplomacy and tact, delivering excellent customer service while maintaining confidentiality in accordance with HIPAA requirements and clinical policies.
• Processes payments when applicable and collaborates with the team to ensure adequate phone coverage at all times.
• Serves as the subject matter expert for patient insurance information and billing processes within Ezderm, assisting Patient Billing Specialists with patient questions and ensuring inquiries are responded to, documented, and resolved accurately.
• Ensures all team members document call information in accordance with Ezderm's standard operating procedures and updates patient information in the Ezderm system as needed. ezderm.com
• Exercises problem-solving and conflict resolution skills when handling patient concerns, and coaches team members on best practices for managing difficult or sensitive interactions.
• Handles internal concerns or issues that may arise between Patient Billing Specialists and other internal team members, escalating appropriately and promoting a collaborative team environment.
• Manages daily project work related to the Revenue Cycle Management department.
• Performs other duties as assigned to support Ezderm's patient experience and operational goals.
• Reference: 2yIdXtEDJ0XPuzlG7ukiq7vMjZIeACOdMw6seUdVUGY7OokCBQaExK3nNJhjIwMj

Key qualifications:

• Fluent in English, both written and spoken (C1 or C2).
• Willing to work 3:00 PM to 11:00 PM CEST.
• Prior experience in a patient-facing, customer service, or medical office role preferred.
• Strong verbal and written communication skills with the ability to communicate clearly and compassionately with patients.
• Ability to multitask, prioritize, and manage high call volumes in a fast-paced environment.
• Strong problem-solving skills and the ability to de-escalate sensitive situations with professionalism.
• Collaborative team player with the ability to support and mentor peers.
• Strong critical thinking, prioritization, and organizational skills.

We offer:

• Remote work;
• Private health insurance;
• Sport activities refund;
• Highly talented and professional team;
• Social activities and a very friendly working environment. ezderm.com

If you believe that you are the right candidate for this position, you can apply by sending us your CV.
All applications will be considered with full confidentiality, and only candidates who are shortlisted will be contacted.