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

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

📋 Description

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

• Conduct 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.

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

• Communicate billing or account details clearly and professionally.

• Meet established performance and quality standards.

• Complete structured training to gain proficiency in role processes.

• Provide exceptional customer experiences through innovation and ongoing improvement.

⛳️ Requirements

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

• A minimum of 1 year of call center experience or customer service in a healthcare-related field is preferred.

• At least 1 year of experience in medical billing, insurance claims, and explanation of benefits (EOB) is preferred.

• A minimum of 1 year of patient billing experience is preferred.

• Experience in billing for genetics, women’s health, and oncology specialty testing is preferred.

• Familiarity with payer and laboratory billing processes for genetic and molecular testing reimbursement is preferred.

• Experience with Medicare and Medicaid payers is preferred.

• Bilingual capability in English and Spanish is preferred.

• Strong verbal and written communication skills are essential.

• Ability to thrive and learn in a fast-paced environment.

• Attention to detail is crucial.

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

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

• Excellent organizational skills are required.

• Proficient in navigating multiple computer applications and screens.

• Proficiency in alpha-numeric data entry.

• Strong customer-focused problem-solving and resolution abilities.

• Compliance with confidentiality, privacy, and regulatory standards is mandatory.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Short-term disability (STD)

• Long-term disability (LTD)

• 401(k)

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

• Tuition Reimbursement

• Employee Stock Purchase Plan

• Opportunities for career advancement

• Professional development opportunities