Representative, Customer Relations

POSITION SUMMARY:

The Customer Relations Representative provides centralized support for FastMed patients across a range of service needs, including general inquiries, MyChart patient portal registration and assistance, telemedicine visit support, web submissions, and other customer-facing requests. Serving as a professional point of contact outside the clinic setting, this role assists patients by answering questions, supporting access to services, and routing matters to the appropriate internal teams when escalation is needed. Key responsibilities include supporting telemedicine visit workflows, MyChart access and registration needs, general patient inquiries, web submissions, and other customer-facing systems while maintaining HIPAA-compliant communication and appropriate escalation practices.

DUTIES AND RESPONSIBILITIES:

• General Responsibilities:

  • Communication with patients through approved channels including phone and email.

  • Support patient interactions within virtual chats and/or other approved communication platforms

  • Report any technical issues promptly to Manager, Enterprise Quality Improvement and IT

• Supporting Telemedicine Visits by:

  • Process incoming telemedicine appointment requests in a timely and accurate manner.

  • Coordinate patient registration through MyChart for all telemedicine appointments.

  • Verify that all registration requirements are complete, including demographics, insurance information when applicable, identification, and patient signatures, in accordance with FastMed policies. 

  • Schedule, reschedule, or cancel appointments as needed.

  • Coordinate follow-up visits for patients when an in-clinic referral is indicated by the provider.

  • Receive, respond to, and resolve calls related to telemedicine appointments and MyChart requests.

• Supporting MyChart (Epic) by:
  • Managing patient MyChart requests, including account setup, activation, registration assistance, eCheck-in support, and general process troubleshooting.
  • Establishing proxy access for parents or guardians of minor patients as needed and support related MyChart account access needs.
• Supporting General Inquiries by: 
  • Processing general incoming inquiries from patients and other customers in a professional and timely manner.
  • Monitoring incoming web submissions from company websites and respond to patient questions or requests as appropriate.
  • Learning and supporting additional customer-facing systems, such as Solv, to accurately address patient questions and service needs.
  • Triaging inquiries to the appropriate party as needed, including billing questions, refund requests, operational concerns, and patient complaints.
  • Maintaining strict HIPAA compliance in all internal and external communications.

QUALIFICATIONS:

Education (Required): 

• High School diploma or equivalent required.

Experience: 

• Minimum of one year of customer service experience required.
• Healthcare customer service experience preferred.
• Telemedicine and Epic experience preferred.

Skills: 

• Demonstrated ability to manage multiple priorities, deliver quality customer service, and apply sound judgment and critical thinking.
• Strong organizational, interpersonal, and communication skills.
• Ability to communicate with patients clearly, professionally, and supportively.
• Proficiency in written and verbal communication, including grammar and professional language, for patient and customer interactions by phone and email.
• Ability to communicate clearly and effectively with healthcare providers and internal support teams.
• Ability to remain composed and professional in busy or stressful situations.
• Flexibility to adapt to changing priorities, roles, and responsibilities as needed.
• Ability to establish and maintain effective working relationships with team members and cross-functional partners.
• Working knowledge of Microsoft Office products, email, and related business applications.
  • Typing and computer proficiency in Windows based software is required.
• Demonstrated punctuality, accountability, and productivity in a remote or hybrid work environment.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

PHYSICAL DEMANDS: 

While working the essential functions of this job, the employee is occasionally required to stand, walk, sit, life, carry, use hands to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk, hear and lift and/or move up to 40 pounds. 

WORK ENVIRONMENT: 

The work environment is mainly in office. While performing the essential functions of the job the employee may come into contact with a wide variety of circumstances. While performing the essential functions of the job, the team member may work in an office, remote, or hybrid environment as determined by company and department policies. This position may qualify for remote work and requires flexibility to support weekend and holiday coverage in alignment with FastMed’s 365-day operations.