Customer Service Support Representative I

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Handle a high volume of incoming calls from patients, medical offices, and private insurance companies.

• Conduct outbound calls to address outstanding patient accounts and customer inquiries.

• Set up payment plans for patients with overdue balances.

• Utilize various resources and systems to investigate and resolve patient inquiries during calls.

• Meet performance and quality benchmarks.

• Complete structured training and achieve proficiency in role processes.

• Act as the primary point of contact for patients, provider offices, and insurance carriers regarding patient accounts and billing questions.

• Respond to customer inquiries and guide patients in exploring payment options.

⛳️ Requirements

• High School Diploma or GED equivalent.

• At least 1 year of customer service experience.

• Preferred: Over 1 year of experience in a call center or healthcare-related customer service.

• Preferred: More than 1 year of experience in medical billing, insurance claims, and explanation of benefits (EOB).

• Preferred: 1 year or more experience in patient billing.

• Preferred: Experience in billing related to women’s health, genetics, and oncology specialty testing.

• Preferred: Experience in reimbursement for molecular testing.

• Preferred: Over 1 year of experience with Medicare and Medicaid.

• Preferred: Bilingual in English and Spanish.

• Strong verbal and written communication abilities.

• Capability to clearly and empathetically explain complex coverage, costs, and financial responsibilities related to WH, genetics, and oncology testing.

• Ability to establish procedures and collaborate across departments.

• Capacity to learn quickly in a fast-paced setting.

• Detail-oriented.

• Ability to work autonomously as well as within a team.

• Exceptional organizational skills.

• Proficiency in navigating multiple computer screens and applications.

• Competency in alpha-numeric data entry.

• Ability to articulate billing or account information in a clear and professional manner.

• Customer-focused skills for problem-solving and resolution.

• Commitment to confidentiality, privacy, and regulatory compliance standards.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability (STD).

• Long-term disability (LTD).

• 401(k) plan.

• Paid Time Off (PTO) or Flexible Time Off (FTO).

• Tuition Reimbursement.

• Employee Stock Purchase Plan.