Billing Customer Support Specialist II

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in gathering insurance eligibility information necessary for kit shipments and billing requirements for patients.

• Address inquiries from providers, patients, and payors regarding claim denials, billing statements, Explanations of Benefits (EOB), and payment options.

• Provide education and assistance for questions related to Medicaid, Medicare, and private insurance providers.

• Navigate supplemental payor websites to verify eligibility.

• Collect payments, establish payment plans, help with Financial Assistance requests, and process refunds when applicable.

• Manage billing interactions via phone, email, or other communication channels, including both inbound and outbound calls.

• Offer information about products and services and direct contacts to the appropriate resources.

• Ensure accurate documentation and adherence to HIPAA, Quality Policies, the Code of Business Conduct and Ethics, and company protocols.

• Perform responsibilities in accordance with contact center policies and procedures.

• Maintain professional communication with employees, patients, providers, and clients.

• Adhere to designated schedules and work overtime as required.

• Achieve a score of 80% or higher on the Exact Sciences Epic processes assessment.

• Uphold the company’s mission and values while supporting the Quality Management System.

• Exhibit regular and dependable attendance.

• Demonstrate behaviors that promote inclusivity.

⛳️ Requirements

• High School diploma or GED is required.

• Must be at least 18 years old.

• A minimum of 2 years of customer service experience is necessary.

• Authorization to work in the United States without sponsorship is required.

• Ability to fulfill essential job duties with or without accommodations.

• Previous experience in an inbound/outbound healthcare contact center is preferred.

• Familiarity with contact center telephony and technology is preferred.

• Proven track record of delivering exceptional customer experiences is preferred.

• Strong verbal and written communication skills in English are essential.

• Ability to apply customer service principles and practices effectively.

• Capability to work collaboratively in a team setting and adapt to changing workloads and circumstances.

• Quick responsiveness to new information while maintaining focus on tasks and working independently is required.

• Consistent attendance and adherence to attendance policies are necessary.

• Flexibility to work the designated schedule and overtime as needed.

• Ability to work at a computer and type for about 90% of a typical workday.

• Successful completion of the Exact Sciences Epic processes assessment with a score of 80% or higher is mandatory.

• Ability to approach work with an inclusion mindset is essential.

🏝️ Benefits

• Opportunities for career development within an international organization.

• Complimentary medical coverage through the Health Investment Plan (HIP) PPO medical plan for eligible employees.

• Outstanding retirement savings plan with significant employer contributions.

• Tuition reimbursement is offered.

• Freedom 2 Save program for managing student debt.

• FreeU education benefit towards obtaining a bachelor's degree.

• Flexible work-from-home model available.