Communication Center Representative

Virtix Health

Customer Support Representative at Virtix Health managing WISeR workflows and providing customer service. Collaborating with internal teams and adhering to HIPAA regulations in a hybrid role.

Posted 5/20/2026full-timePlano • Texas • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Respond to inbound inquiries via phone, email, portal, and fax regarding WISeR cases and prior authorization requests.
Provide clear, courteous updates on case status, next steps, and estimated turnaround times.
Educate customers on submission options (portal, fax, alternate workflows) to help prevent delays in patient care.
De‑escalate concerns professionally and route issues appropriately when escalation is needed.
Review incoming requests for completeness and accuracy.
Assist with documentation intake and routing to the appropriate WISeR queue.
Identify submission issues related to NPI, PTAN, UTN, or enrollment details and communicate corrective guidance.
Document all customer interactions accurately in internal systems.
Collaborate with WISeR clinical, admin, and management teams to support timely case resolution.
Escalate cases following established escalation guidelines when SLA or impact criteria are met.
Track follow‑ups and ensure customers receive consistent and accurate information.
Adhere to HIPAA and data privacy requirements when handling PHI and sensitive information.
Follow internal policies and standard operating procedures (SOPs).

Requirements

What you’ll need

High school diploma or equivalent required (Associate’s or Bachelor’s degree preferred).
1–3 years of customer service experience, preferably in healthcare, insurance, or revenue cycle environments.
Strong verbal and written communication skills.
Ability to manage multiple tasks in a fast‑paced, metrics‑driven environment.
High attention to detail and documentation accuracy.
Comfort working with portals, case management systems, and Microsoft Office tools.
Experience with prior authorization, utilization management, or medical review workflows preferred.
Familiarity with Medicare Part A / Part B concepts preferred.
Experience supporting providers or facilities in a healthcare operations setting preferred.
Knowledge of HIPAA and handling of PHI.

Benefits

Comp & perks

Competitive hourly salary
Medical/Dental/Vision Insurance
Equipment provided
401k matching (up to 2%)
PTO: 80 hours accrued, annually
9 paid holidays
Tuition reimbursement
Professional growth and more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicedocumentation accuracyprior authorizationutilization managementmedical review workflowsNPIPTANUTNcase management systemsHIPAA

Soft Skills

verbal communicationwritten communicationattention to detailtask managementde-escalationcollaborationproblem-solvingcourtesyprofessionalismcustomer education

Certifications

high school diplomaAssociate's degreeBachelor's degree