Terros Health

  • Customer Support Agent

    Job Locations US-AZ-Phoenix
    Job ID
    # of Openings
    Customer Service
    Business Office
    Weekly Hours
  • Overview

    Terros Health is pleased to share a rewarding opportunity for a Customer Support Agent.  Reporting to the Director of Patient Experience, the ideal individual will possess at least one to two years of experience in a healthcare setting, and enjoy helping others. If you’re motivate by improving the lives of the people you serve and affecting positive outcomes: this may be just the opportunity you’ve been seeking.


    Terros Health is a healthcare organization of caring people, guided by our core values of integrity, compassion and empowerment. For more than four decades, the heart of everything we do is inspiring change for life. We help people manage addiction and mental illness, provide primary medical care, restore families, support our veterans, and connect individuals to the care they need.


    If you are interested in working for one of the State's Leading Healthcare Organizations that promotes IntegrityCompassion, and Empowerment, we encourage you to apply!  


    As a Customer Support Agent, the successful individual will Function in a fast-paced, team orientated, performance-based inbound/outbound call center environment where calls are monitored and assessed for meeting required performance standards. Project a professional and empathetic image through knowledgeable, and confidential and caring phone interaction. Direct incoming calls, answer inquiries and schedule appointments for direct service locations. Other duties can include, but are not limited to, operator reception, paperwork, data entry, billing, insurance verification and contract servicing.  Maintain strict adherence to privacy laws and policies regarding protected health information.

    • Answer incoming phone calls and direct calls to requested area or individual
    • Process patient check in and notify MD, NP, PA and Clinicians of the arrival of patients 
    • Indicate status of all intakes, shows, and no-shows on, a daily basis 
    • Confirm and verify all intakes and Provider appointments by phone the day before the scheduled appointment 
    • Assist in preparing First Contact Sheets on all patients with the required information, accurate and legibly 
    • Schedule patient intakes according to schedule availability and in accordance with Supervisor's directions
    • Check patient benefit eligibility through AHCCCS and MMIC on-line and/or phone verification
    • Greet all patients and community member on the phone with warmth and kindness demonstrating an attitude of compassion
    • Recognize, document and alert supervisor of trends in client calls or calls requiring additional intervention. Refer all calls of an escalating manner to the supervisor.
    • Create, access and utilize various documents in Word, Excel, PowerPoint etc. Maintain CarePoint logs.  Scan documents/files into CarePoint and/or ClaimTrak properly.  Properly utilizes Out Look and ClaimTrak mail in accordance with established guidelines.  Accesses and utilizes XMedius when sending or receiving faxes.
    • Be willing to provide overtime coverage for the Call Center as needed. Provide data entry assistance to other departments as needed.


    • One to two years healthcare front office experience.
    • High School diploma or GED
    • Ability to process electronic reports. Proficient in Word and Excel
    • Healthcare background is preferred 
    • Must be eligible for an Arizona Fingerprint Clearance card (Level 1) and apply for one within 20 working days of employment 
    • Bilingual English and Spanish preferred.


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