Customer Service Representative - Transitional Care Services-PRN

Overview

The Customer Service Representative is responsible for delivering high-quality, timely, and accurate customer service to patients enrolled in the Transitional Care Program, their caregivers, and internal hospital teams. This role combines strong communication, problem-solving, and care-coordination skills with meticulous documentation and use of electronic health record (EHR) systems. The CSR acts as a liaison between patients, transition nurses, case managers, community resources, and external vendors to ensure a seamless discharge process and adherence to individualized follow-up plans designed to reduce readmission risk.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
• Conduct outbound and inbound calls to patients and caregivers within defined time frames post-discharge (e.g., within 24–72 hours) to confirm discharge instructions, medication plans, follow-up appointments, and care needs.
• Answer patient/caregiver inquiries related to transitional care services, appointment scheduling, transportation, durable medical equipment (DME), home health, and other community resources.
• Provide clear, empathetic, culturally sensitive guidance; escalate clinical or urgent issues to clinical staff per protocols.
• Coordinate follow-up appointments with primary care providers, specialists, home health agencies, and home equipment suppliers based on individualized care plans.
• Initiate referrals and schedule services through vendor portals, referral platforms, or direct provider outreach; track referral completion.
• Accurately document all patient interactions, outreach attempts, outcomes, and escalations in the EPIC within required timelines.
• Work collaboratively with inpatient teams to address barriers preventing safe discharge or timely follow-up.
• Meet performance targets for call volumes, outreach success rates, documentation timeliness, and referral completions as set by program leadership.
• Participate in shift coverage, periodic evening or weekend outreach (if required), and cross-training to support program needs.

• High school diploma or GED required
• Minimum 2 years of customer service experience in healthcare, care coordination, case management support, or related setting. Experience working with hospital discharges, home health, or community resources highly desirable.
• Strong verbal and written communication skills; ability to convey medical and logistical information in plain language.
• Proficiency with EPIC and common office software (Microsoft Office Suite, email).
• Demonstrated ability to manage multiple priorities, work independently, and meet measurable performance targets.
• Reliable attendance, punctuality, and ability to work scheduled shifts
• Handle high-volume outreach while prioritizing urgent matters.
• Experience with transitions of care, readmission prevention initiatives, or chronic disease management preferred.

There is a reasonable expectation that employees in this position will be exposed to blood-borne pathogens.

$18—$26 USD

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance Benefits
• Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full-time employees
• Wellness Programs
• Employee Assistance Programs and more
• Benefit offerings based on employment status

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