Customer Care Representative

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

📋 Description

• Respond to incoming customer service inquiries related to patient accounting issues.

• Conduct outbound follow-up calls on pending accounts when there is a lull in inbound calls.

• Ensure calls are answered promptly without any drops or abandoned calls.

• Identify the purpose of calls and provide assistance for inquiries, concerns, or issues.

• Aim for timely resolution during the initial call.

• Record all call actions in specialized software.

• Adhere to established escalation procedures when necessary.

• Engage in one-on-one meetings and team huddles with leadership to discuss performance improvement opportunities and receive coaching.

⛳️ Requirements

• Must be a resident of the United States.

• Experience in a call center environment and familiarity with EPIC is preferred.

• Outstanding customer service, problem-solving, and analytical abilities.

• Professional and soothing tone of voice with full command of the English language.

• Capable of accurately summarizing calls in notes.

• Proficient in facilitating customer discussions and understanding their concerns.

• Ability to perform key functions independently and adaptively.

• Skilled in de-escalating issues and maintaining control during calls.

• Competent in working effectively under pressure and managing challenging personalities.

• Understanding and application of reimbursement elements related to managed healthcare contracts.

• Strong listening skills.

• Ability to articulate responses clearly using suitable voice modulation.

• High school diploma or equivalent required.

• 1 to 2 years of previous experience in an inbound call center and/or customer service setting.

• Experience or knowledge of hospital patient account billing and third-party reimbursements from insurance and government payers is advantageous.

• Capability to sit at a computer terminal for extended durations.

🏝️ Benefits

• The position may qualify for a signing bonus for eligible new hires, contingent on employment status.

• Time and a half pay for Conifer-observed holidays.

• Comprehensive medical, dental, vision, disability, and life insurance plans.

• Paid time off (vacation and sick leave), with a minimum of 12 days per year.

• 401k plan with up to a 6% employer match.

• Ten paid holidays each year.

• Health savings accounts, as well as healthcare and dependent flexible spending accounts.

• Access to an Employee Assistance Program.

• Employee discount program available.

• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder and childcare options, AD&D, and auto & home insurance.

• For employees in Colorado, paid leave is provided in accordance with Colorado’s Healthy Families and Workplaces Act.