Customer Service Professional, Inbound

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

📋 Description

• Respond to and manage phone calls along with various customer service tasks in a prompt, professional, and courteous manner.

• Assess the needs of callers and determine suitable actions, which include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and informing relevant parties.

• Utilize job aids, standard operating procedures (SOPs), the Question Queue, and Client Specifications.

• Inform supervisors or management about complaints that cannot be resolved during the initial call.

• Attend to callers’ needs while concluding and closing calls with courtesy and professionalism.

• Precisely document each call and its outcome in Rescue Net Billing.

• Recognize situations that necessitate transferring or escalating calls to senior advisors, supervisors, or management.

• Identify caller patterns and provide feedback to supervisors to mitigate or prevent future calls.

• Conduct tasks and interactions in line with company compliance policies and relevant government regulations.

• Uphold and exemplify the company's mission and values.

• File insurance information submitted by patients on the EMSMC website.

• Mentor newly hired staff.

• Carry out other duties assigned by the supervisor.

• Assist with special projects.

• Maintain required turnaround times.

• Achieve and sustain Customer Service call audit and HIPAA scores of 98%.

⛳️ Requirements

• High School Diploma.

• Knowledge of Medicare, Medicaid, commercial, and patient reimbursement/billing, as well as HIPAA regulations.

• Excellent written and verbal communication skills that are both effective and professional.

• Ability to work collaboratively with diverse teams across multiple departments.

• Strong typing and data entry skills with a focus on accuracy.

• Capability to learn, understand, and operate within specific client requirements.

• Highly organized with the ability to proactively manage time and prioritize tasks with minimal supervision.

• Ability to work well within a cross-functional team setting as well as independently.

• Willingness and capacity to adapt to changes in the work environment, procedures, priorities, schedules, and job responsibilities.

• Detail-oriented.

• Prior experience in medical billing and/or accounts receivable.

• HIPAA certification.

• Proficient in MS Office, with the ability to manipulate data and create formulas in Excel.

• Applicants must have authorization to work in the United States now and in the future; this position does not provide current or future visa sponsorship.

• Ability to perform the essential functions of the position.

🏝️ Benefits

• Flexible Scheduling.

• Career development plans.

• Weekly wellness seminars.

• Comprehensive benefits package.

• Remote opportunities.

• All necessary equipment provided.

• Discretionary bonus plan.

• Retirement plan.

• Health coverage.

• Paid time off.

• Additional benefits provided in accordance with applicable law.