Customer Service Representative (Healthcare)

We're looking for a Customer Service Representative to support a growing home care agency by handling phone-based client and caregiver communications with professionalism, warmth, and efficiency. You will be the first point of contact for inbound inquiries, coordinate scheduling and care-related communications, and work within the agency's EMR system to maintain accurate records. This is a phone-facing role. A confident, clear, and professional phone presence is the most critical requirement. EMR or healthcare system experience is required as well. Beyond that, the team is ready to train the right person on the rest. If you are a strong communicator, organized, and comfortable in a healthcare environment, this role is a strong fit. Why You'll Want to Join You will be paid in USD (bi-monthly: every 15th and 30th) Paid Time Off in accordance with company policy Observance of Holidays per company guidelines 100% remote setup so you can work wherever you're most productive This role requires availability during US business hours Work inside a well-established home care agency that has been serving clients since 2005 Stable, full-time role with a supportive team and clear onboarding and training provided What You'll Work On Phone-Based Client and Caregiver Communication Handle inbound and outbound calls from clients, caregivers, and family members with professionalism and care Respond to inquiries, requests, and concerns in a timely and empathetic manner Maintain a warm, professional, and reassuring tone across every interaction Escalate complex or sensitive situations to the appropriate team member promptly Scheduling and Coordination Support Assist with scheduling coordination between clients and caregivers as needed Communicate schedule updates, changes, and confirmations clearly to all relevant parties Follow up on open items and ensure nothing falls through the cracks EMR and Record Management Enter, update, and maintain accurate client and caregiver records in the EMR system Ensure all documentation is complete, current, and compliant with internal standards Navigate the EMR system efficiently to retrieve information and support real-time phone interactions Administrative and Operational Support Support the team with administrative tasks and operational coordination as needed Assist with data entry, reporting, and other back-office functions as assigned Maintain organized records and contribute to a smooth day-to-day operation What You Bring Confident, clear, and professional phone presence — this is the most critical requirement for this role Experience working with an EMR system or healthcare management software in a professional capacity Prior experience in healthcare, home care, medical administration, or a similar environment Strong written and verbal English communication skills Highly organized with strong attention to detail and consistent follow-through Empathetic and patient when communicating with clients, caregivers, and family members Reliable and self-directed in a fully remote environment Available to work full-time during US business hours Nice to Have Experience in home care, home health, or a similar community-based care setting Familiarity with scheduling software or care coordination platforms Background in customer service for a healthcare or social services organization Experience supporting a distributed or remote care team How to Apply Please include: Your updated resume A short Loom video (1 to 2 minutes) introducing yourself, describing your healthcare customer service or phone-based experience, and explaining how you handle a difficult or sensitive caller while maintaining professionalism and calm Only candidates who submit a Loom video will be moved to the next step of the hiring process. If you have a strong phone presence, healthcare experience, and want a stable full-time role inside a home care agency with a team that will invest in your success, this role gives you the structure and the purpose to do your best work. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: Initial Application - Submit your application and complete our prequalifying questions Video Introduction - Record an video introduction to showcase your communication skills and work experience Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) Recruitment Interview - Initial screening with our talent team Executive Interview - Meet with senior leadership to discuss role alignment Client Interview - Final interview with the client team you'd be supporting Background & Reference Check - Professional reference verification Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.