Customer Service Representative

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

📋 Description

• Handle inbound customer service calls regarding patient accounting inquiries.

• Conduct outbound follow-up calls on outstanding accounts during low inbound call volumes.

• Respond to calls promptly and professionally to minimize drop and abandon rates.

• Identify the purpose of each call and assist with inquiries, concerns, or issues.

• Aim for resolution on the first call.

• Refer complex matters to subject matter experts to facilitate resolution.

• Escalate issues to supervisors, gather necessary information, or take appropriate actions.

• Carry out additional duties as assigned.

• Operate in a call center environment equipped with a headset and multiple nearby workstations; the hospital setting may involve direct interaction with patients.

⛳️ Requirements

• High school diploma or equivalent.

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

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

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

• Professional demeanor with a calming tone and excellent command of the English language, including proper grammar.

• Ability to guide conversations and comprehend customer concerns.

• Capability to perform essential functions autonomously, adaptively, and creatively.

• Proficient in de-escalating calls and instilling confidence in the solutions provided.

• Able to work effectively under pressure and manage challenging personalities.

• Competent in interpreting and applying reimbursement components of managed healthcare contracts.

• Strong listening skills.

• Ability to clearly articulate responses with appropriate voice modulation.

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

• Required vaccinations and screenings prior to employment, as applicable and permitted by law.

🏝️ Benefits

• 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 coverage.

• Paid time off (vacation & sick leave) – a minimum of 12 days per year, accruing at approximately 1.84 hours per 40 hours worked.

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

• 10 paid holidays annually.

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

• Employee Assistance program.

• Employee discount program.

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

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