Customer Service Representative

Description:

Full Time Monday-Friday 8AM-5PM CST (9AM-6PM EST) with one day a week 8:30AM-5:30PM CST (9:30AM-6:30PM EST...

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The Customer Service Representative will primarily manage inquiries and concerns related to billing and insurance with the goal of engaging in discussions on payment options and facilitating the processing of payments. This position may also assist with other related work as assigned for our healthcare clients. Paid virtual classroom training is provided, opportunity for wage increase and bonus based on performance as early as within year one.

Essential Duties and Responsibilities: • Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections. • May perform work related to financial assistance, out of network and other credit related topics. • Answers basic insurance questions on deductibles, co-insurance, and co-pays • Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines • Overcomes common objections, practices how to overcome more challenging ones. Suggests money sources for debt payment • Uses of required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call • Ensures legal and other compliance requirements are followed, generating few if any complaints, no Protected Health Information (PHI) breaches • Maintains and performs working understanding of account documentation requirements including notes and codes, making few errors, and requiring less assistance. • Learns and operates with proficiency within the systems and programs used for client services in real time • Adheres to company Core Values and Strategic Anchors • Meets Key Performance Indicators for incoming and outgoing calls, collections and call review score • Meets monthly performance threshold in annual and/or other performance reviews

Requirements:

Required Knowledge, Skills and Abilities:
• Prior work experience in a call center and healthcare customer service setting is preferred
• Working knowledge of medical insurance billing and coding is preferred
• Prior work experience in a medical office and/or general understanding of health insurance is preferred
• Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools
• Able to navigate multiple computer applications and databases
• Able to communicate on the phone and navigate multiple computer systems simultaneously
• Willingness to acquire the ability to overcome patient objections and obstacles to negotiate payment successfully
• Reliable and responsible. Arrives on time and uses time productively
• Possesses and demonstrates professional judgement and client services business acumen
• Understands sensitive personal information (SPI) and sensitive consumer information (i.e., Protected Health Information (PHI)) while maintaining the confidentiality of this information
• Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages
• Self-motivation and committed to career success

Education and Experience, Other:

High School Diploma or equivalent (i.e., GED) required.

Career Path Note: Customer Service Representatives are expected to produce stated revenue and KPI targets. It is anticipated that most Customer Service Representatives will desire to progress to Customer Service II Representatives over time.

RevCycle is an Equal Opportunity Employer and does not discriminate based on any legally protected classification

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