Customer Service Support Representative II

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

📋 Description

• Manage a high volume of incoming calls from patients, healthcare providers, and private insurance companies.

• Conduct outbound calls to address open Patient Accounts Receivable (AR) and respond to customer inquiries.

• Set up payment plans for patients with overdue balances.

• Consistently use various resources to resolve patient inquiries during calls.

• Achieve established performance targets.

• Gain proficiency in processes after completing a comprehensive training program.

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

• Address open patient accounts receivable and handle customer queries.

• Assist patients in understanding payment options available to them.

• Investigate and resolve issues in real-time using diverse systems and resources.

• Uphold established performance and quality benchmarks.

⛳️ Requirements

• High School diploma or GED equivalent is required.

• Minimum of 3 years of experience in a healthcare-related call center is preferred.

• Strong verbal and written communication abilities.

• Ability to clearly and empathetically explain complex topics related to women’s health, genetics, and oncology testing coverage, costs, and financial responsibilities to patients, providers, and payers.

• Detail-oriented with a focused approach.

• Team-oriented mindset with the capability to work independently.

• Excellent organizational skills are essential.

• Proficient in navigating multiple computer screens and applications.

• Proficiency in alpha-numeric data entry.

• Capable of articulating billing or account information in a clear and professional manner.

• Energetic and passionate about customer service.

• Strong problem-solving and resolution skills with a customer-centric approach.

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

• Preferred: Associate's degree.

• Preferred: Experience in establishing protocols and procedures; cross-functional collaboration.

• Preferred: At least 3 months of experience with XIFIN.

• Preferred: Bilingual in English and Spanish.

• Preferred: 3 years or more of experience in specialty testing or genetics healthcare customer service.

• Preferred: 3 years or more of experience in reimbursement, Medicare/Medicaid billing.

🏝️ 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.