Highlight your healthcare experience

Hiring managers want to see that you have experience working in the healthcare industry, even if it's not directly in a customer service role. Mention any relevant experience you have, such as:

• Worked as a medical assistant for 2 years, interacting with patients daily
• Volunteered at a hospital for 6 months, helping patients navigate the facility
• Completed a healthcare administration course covering medical terminology and insurance basics

If you don't have direct healthcare experience, emphasize transferable skills from other customer service roles, like your ability to handle sensitive information and communicate complex topics in an easy-to-understand way.

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   Showcase your customer service skills

At the end of the day, healthcare customer service is still customer service. Hiring managers want to see evidence of your ability to provide excellent service to customers or patients. Avoid simply listing generic skills like this:

• Customer service skills
• Communication skills
• Problem-solving skills

Instead, provide specific examples that demonstrate these skills in action:

• Maintained a 95%+ customer satisfaction rating over 2 years
• Resolved 20+ customer inquiries per day via phone and email
• Received Employee of the Month award 3 times for exemplary service

   Demonstrate knowledge of healthcare systems

Healthcare customer service reps need to be familiar with various aspects of the healthcare system, such as insurance plans, billing, and medical terminology. Show hiring managers that you have this knowledge by including relevant details:

• Handled 50+ insurance verification requests daily using Availity and Navinet portals
• Processed medical claims and resolved billing issues for 100+ patients per month
• Completed 20-hour course on medical terminology

If you have any certifications related to healthcare systems or administration, be sure to list those as well.

   Tailor your resume to the job description

One mistake many job seekers make is sending out the same generic resume for every application. Instead, take the time to customize your resume for each job you apply to. Here's an example of a generic, untailored bullet point:

• Answered customer questions and resolved issues

Now, here's that same point tailored to a specific job description:

• Answered 50+ customer inquiries per day regarding insurance coverage, claims, and billing, resolving issues in a timely manner

Pull keywords and phrases from the job description and incorporate them into your resume wherever relevant. This will help your resume get past applicant tracking systems and show the hiring manager you're a good fit.

   Quantify your impact

Whenever possible, use numbers and metrics to quantify your achievements and show the impact you had in your previous roles. Vague, unquantified statements like this aren't very impactful:

Helped customers resolve issues and answered questions about their insurance coverage

Instead, aim to quantify your bullet points like this:

Assisted an average of 60 customers per day with insurance coverage questions and claim issues, resolving 90% of cases within 24 hours

Quantifying your impact gives hiring managers a clearer picture of your capabilities and helps your resume stand out from the competition.

   List relevant technical skills

Healthcare customer service reps often use various software programs and systems in their day-to-day work. List any relevant technical skills you have, such as:

• Proficient in electronic health record (EHR) systems like Epic and Cerner
• Experienced with customer relationship management (CRM) software like Salesforce and Zendesk
• Skilled in Microsoft Office Suite, including Excel for data tracking and reporting

Even if a job description doesn't specifically mention certain programs, listing relevant technical skills shows that you're tech-savvy and adaptable. Just be sure to only include skills that are actually relevant to the healthcare customer service field.