Customer Service Representative, Chat/CRM

The Customer Service Representative will be responsible for engaging with patients through an online web chat and/or responding to patient messages through the CRM platform.

ESSENTIAL DUTIES AND RESPONSIBILITIES...
• Performs clerical and customer service functions required to service the needs of the patients, providers and organization
• Researches and responds, in a professional manner, to a high volume of patient messages related to billing questions and inquires
• Negotiates payment on patient account balances
• Communicates hospital financial policies to patients and may identify patients who need financial help
• Retains thorough understanding of insurance, registration, scheduling, referrals, authorizations, and account follow-up to secure reimbursement of claims
• Must be able to work at a computer eight hours a day typing while utilizing multiple monitors and computer systems simultaneously
• Adhere to the production standards set for the department and client
• Accuracy and confidentiality in handling medical records in compliance with HIPPA, Federal, State and Company requirements
• Other duties as assigned by manager

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE

· High school diploma or equivalent

· Must have at least 2 years Healthcare collections, billing, insurance related experience and customer service

· Two years of experience working with Medicare, Medicaid, and other commercial payers (HMO, PPO) preferred

· CHAA (Certified Healthcare Access Associate) CPAR (Certified Patient Account Representative) and/or CFC (Certified Financial Counselor) preferred

KNOWLEDGE, SKILLS & ABILITIES
• Intermediate to advanced computer skills using Microsoft Word, Excel, and Access
• Ability to multi-task in a fast-paced environment
• Excellent written communication skills
• Good organizational skills with the ability to work independently
• Strong analytical/problem solving skills
• High attention to detail
• Ability to read and understand a variety of information presented in different formats from a variety of sources
• Working knowledge of health insurance and insurance verification process

Typing skills with a minimum of 25 wpm

Job Type: Full-time

Benefits:
• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:
• 8 hour shift

Experience:
• Call Center: 1 year (Required)
• Medical Collections: 1 year (Preferred)
• Medicare, Medicaid, and other commercial payers: 2 years (Required)

Work Location: Remote

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