Luminis Health · 3 hours ago
Customer Service Representative - Transitional Care Services-PRN
Annapolis, MD
Full-time
Onsite
Entry Level
$18/hr - $26/hr
2+ years expLuminis Health is seeking a Customer Service Representative for their Transitional Care Services. This role is responsible for providing high-quality customer service to patients and caregivers, coordinating care, and ensuring a seamless discharge process to reduce readmission risks.
Health CareMedicalNon Profit
Responsibilities
Conduct outbound and inbound calls to patients and caregivers within defined timeframes 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
Qualification
Required
High school diploma or GED required
Minimum 2 years of customer service experience in healthcare, care coordination, case management support, or related setting
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
Preferred
Experience working with hospital discharges, home health, or community resources highly desirable
Experience with transitions of care, readmission prevention initiatives, or chronic disease management preferred
Benefits
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
Company
Luminis Health
Luminis Health is a not for profit organization that provides exceptional health care services.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Amy Beales
Chief Human Resources Officer
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