Healthcare Customer Support Representative

Branch Manager - Hola Branch at KCB Bank Kenya

Healthcare Customer Support Representative

Location: Remote, Kenya
Employment Type: Full Time
Reports To: Remote Healthcare Support Supervisor

JOB SUMMARY

We are seeking a compassionate, detail-oriented Remote Healthcare Customer Support Representative to join our specialized healthcare services team. In this role, you will assist patients, providers, and members with inquiries related to appointments, insurance, medical records, and general healthcare services—all from your home office. The ideal candidate has experience in healthcare or medical office settings and demonstrates empathy, discretion, and professionalism in handling sensitive information.

RESPONSIBILITIES

Patient Support: Handle a high volume of inbound calls, emails, and secure messages from patients regarding appointments, billing questions, prescription refills, and general inquiries.
Insurance Coordination: Assist with insurance verification, eligibility checks, and explanation of benefits; guide patients through coverage questions.
Issue Resolution: Troubleshoot patient concerns, escalate clinical questions to licensed medical staff, and resolve administrative issues within established time limits.
Documentation: Accurately document all patient interactions, details, and resolutions in the electronic health record (EHR) or CRM system in real-time, ensuring HIPAA compliance.
Self-Management: Maintain productivity and focus without direct on-site supervision, adhering to scheduled shifts, break times, and performance metrics.
Confidentiality: Handle protected health information (PHI) with strict adherence to HIPAA regulations and company privacy policies.
Collaboration: Participate in virtual team meetings, compliance training, and one-on-one coaching via video conferencing.

QUALIFICATIONS

Required:

High-Speed Internet: Reliable, hardwired (or high-performance wireless) internet connection with a backup plan.
Dedicated Workspace: Quiet, distraction-free home office environment that ensures privacy for sensitive healthcare conversations.
Experience: 2+ years in customer service, with at least 1 year in a healthcare, medical office, or insurance setting.
Tech Proficiency: Comfortable navigating EHR systems (e.g., Epic, Cerner, or similar), CRM platforms, and communication tools simultaneously.
Communication: Excellent verbal and written communication skills; ability to convey empathy and professionalism in sensitive situations.
Self-Discipline: Proven ability to manage time effectively, meet productivity goals, and work independently with minimal supervision.
HIPAA Knowledge: Understanding of patient privacy and confidentiality requirements.

Preferred:

Associate’s or Bachelor’s degree in Healthcare Administration, Nursing, or related field.
Experience with Zendesk, Salesforce Health Cloud, or Five9.
Bilingual in English and French, Swahili, or Arabic.

REQUIREMENTS

This is a fully remote position. Employees are responsible for providing a suitable home office setup, including:

A personal computer or laptop meeting company specifications (or company-provided equipment)
USB headset with noise-canceling microphone
Backup internet plan or mobile hotspot to ensure connectivity during outages
Private workspace with a lockable door preferred for HIPAA compliance

Company may provide laptop, monitor, headset, and a stipend for home office setup.

SCHEDULE

Must be available to work a flexible schedule, including evenings, weekends, and holidays as needed to support 24/7 healthcare operations. Shifts are assigned based on business needs.