Customer Service Support Representative II – Women's Health & Genetics

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

📋 Description

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

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

• Set up payment plans for patients with unpaid balances.

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

• Uphold established performance and quality metrics.

• Clarify coverage, costs, and financial responsibilities related to women’s health, genetics, and oncology testing.

• Act as the primary contact for patients, provider offices, and insurance companies.

• Acquire skills through a structured training program and implement learned processes in a dynamic customer service setting.

• Enhance customer experiences through innovation and ongoing improvement.

⛳️ Requirements

• Associate degree with at least 1 year of relevant experience, or a high school diploma or equivalent with 3 years of relevant experience.

• Preferred: 1 year or more of call center experience or customer service in healthcare.

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

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

• Preferred: 1 year or more experience in billing for genetics, women’s health, and oncology specialty testing.

• Preferred: 1 year or more experience supporting billing processes for genetic and molecular testing reimbursement.

• Preferred: 1 year or more experience working with Medicare and Medicaid payers.

• Ability to establish protocols and procedures; cross-functional teamwork.

• Bilingual in English and Spanish.

• Strong verbal and written communication abilities.

• Capability to thrive in a fast-paced learning environment.

• Strong attention to detail.

• Ability to clearly and empathetically explain complex testing coverage, costs, and financial responsibilities.

• Capacity to work independently as well as collaboratively in a team.

• Excellent organizational skills.

• Proficiency in navigating multiple computer applications and screens.

• Alpha-numeric data entry skills.

• Ability to communicate billing or account information clearly and professionally.

• Customer-centric problem-solving and resolution capabilities.

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

• Structured training program.

• Opportunities for career advancement.