Healthcare Phone Support Representative

I’m looking for a seasoned customer support professional who can take full ownership of our inbound phone line and create a calm, informative first impression for every caller. We operate in the healthcare space, so most conversations revolve around appointment availability, clinic policies, insurance participation, and other general inquiries rather than deep technical troubleshooting. You’ll be the voice of the brand Monday-Friday during business hours, fielding calls through our cloud-based VoIP system, logging each interaction in Zendesk, and escalating anything clinical or billing-specific to the appropriate internal team. Because we handle protected health information, strict adherence to HIPAA guidelines and meticulous note-taking are non-negotiable. Key results I need to see: • Average call wait time kept under two minutes. • 95 %+ of callers rating their experience as “helpful” on our post-call survey. • Accurate, same-day ticket updates so colleagues always see the full history. If you have previous healthcare phone support experience, know your way around Zendesk or a similar ticketing tool, and feel confident guiding patients through common questions with empathy and clarity, let’s connect.