Customer Service Representative

Job Description

About Health Services of North Texas

Health Services of North Texas (HSNT) is a nonprofit community health organization dedicated to providing high-quality, compassionate, and affordable healthcare to individuals and families. We serve a diverse patient population and are committed to improving health outcomes, promoting wellness, and reducing barriers to care through accessible, patient‑centered services.

Position Overview

The Remote Customer Service Representative is the front line of communication for patients and community members contacting Health Services of North Texas by phone, email, or online channels. This role is responsible for delivering excellent service, resolving inquiries, and supporting patients with scheduling, account questions, and general information. The ideal candidate is professional, empathetic, tech‑savvy, and thrives in a fast‑paced, mission‑driven environment while working from home.

Key Responsibilities

Respond to incoming calls, emails, and online messages from patients and visitors in a courteous, professional, and timely manner.

Answer questions about services, locations, hours of operation, and basic clinic information, and direct patients to appropriate resources.

Assist patients with appointment inquiries, basic scheduling needs, and follow‑up questions, working closely with scheduling and front desk teams.

Handle patient concerns, issues, or complaints with empathy and professionalism, aiming for first‑contact resolution when possible.

Accurately document all patient interactions, inquiries, and resolutions in the designated systems.

Verify and update basic patient information when appropriate, maintaining accuracy and confidentiality.

Route calls and messages to the correct department (clinical, billing, medical records, referrals, etc.) according to established workflows.
Educate patients on how to use patient portals, online resources, and digital tools to access information or manage their care.

Follow scripts, service standards, and communication guidelines to ensure consistent, high‑quality service.

Maintain up‑to‑date knowledge of HSNT services, programs, and any changes in procedures or policies.

Escalate urgent or complex issues to supervisors or appropriate staff following established protocols.

Participate in virtual trainings, team meetings, and performance reviews as required.

Adhere to remote work standards, including data security, confidentiality, and productivity expectations.

Required Qualifications

High school diploma or equivalent (GED).

Previous experience in customer service, call center, or patient support environment.

Strong verbal and written communication skills with a clear, professional, and friendly tone.

Comfortable working with computers, multiple software systems, and web‑based tools.

Reliable high‑speed internet connection and a quiet, secure home workspace suitable for confidential calls.

Excellent active listening, problem‑solving, and conflict‑resolution skills.
Strong attention to detail, organization, and ability to handle multiple tasks at once.

Demonstrated ability to work independently and meet productivity and quality standards in a remote setting.

Commitment to respectful, culturally sensitive communication with individuals from diverse backgrounds.

Ability to maintain confidentiality and comply with privacy regulations and organizational policies.

Preferred Qualifications

Experience in a healthcare or medical office setting (clinic, hospital, community health center, etc.).

Familiarity with electronic health records (EHR), CRM, or call center software.

Knowledge of basic medical or insurance terminology.

Bilingual in English and Spanish or another language commonly spoken in the community.

Prior remote work experience in a phone‑based or customer support role.

Benefits

(Adjust this section to match your exact package.)

Competitive salary based on experience and qualifications.

Medical, dental, and vision insurance options.

Paid time off (PTO) including vacation, sick leave, and paid holidays.

Retirement plan options with potential employer contribution or match.

Employer‑paid or subsidized life and disability coverage (if applicable).

Employee Assistance Program (EAP) and wellness resources.

Ongoing training, professional development, and opportunities for internal growth.

Mission‑driven, supportive culture focused on community impact and patient care.

Key Competencies

Customer Focus: Listens carefully, shows empathy, and strives to create a positive experience for every caller.

Professionalism: Maintains composure, respect, and confidentiality at all times.

Remote Readiness: Manages time effectively, stays organized, and remains self‑motivated while working from home.

Communication: Explains information clearly, confirms understanding, and adjusts style for different audiences.

Problem Solving: Identifies issues quickly, uses available resources, and knows when to escalate.

Work Schedule

Full‑time remote position with a set schedule (e.g., Monday–Friday, clinic hours in Central Time).

Some flexibility may be required based on call volume, including occasional extended hours.