Healthcare Customer Service Representative

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

📋 Description

• Provides outstanding and consistent customer experiences by showcasing excellence in comprehending and addressing requests with patience, empathy, compassion, and sincerity.

• Manages customer inquiries through both inbound and outbound calls, in addition to written communication.

• This role is designed to effectively handle inquiries and concerns related to billing and insurance, aiming to offer payment options and facilitate payment processing.

• Receives calls from patients, law offices, insurance companies, and other external entities to resolve intricate billing and insurance matters.

• Makes outbound calls and receives inbound calls from patients to address account balances that may be overdue but have not yet been sent for collections.

• Responds to complex billing and insurance inquiries (e.g., deductibles, co-insurance, co-pays, intricate denials and charge disputes, claim resubmissions, eligibility challenges, and coding disputes).

• Assesses financial information and suggests payment alternatives and/or assistance programs in line with client guidelines.

• Handles both common and difficult objections and concerns from consumers.

• Engages in discussions with consumers to explore payment resources and makes necessary referrals to the client.

• Utilizes required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on every call.

• Maintains a working understanding of account requirements, leveraging related documentation and resources as necessary.

• Independently and efficiently conducts account documentation, including notes and codes, with minimal errors and requiring little assistance.

• Effectively navigates both internal and client systems.

• Complies with company Core Values and Strategic Anchors.

⛳️ Requirements

• Previous experience in a call center and healthcare customer service environment is preferred.

• Familiarity with the Artiva and Cerner Soarian applications is preferred; EPIC experience is a plus.

• Working knowledge of medical billing and coding is preferred.

• Prior experience in a medical office and/or a general understanding of health insurance is preferred.

• Ability to communicate clearly, both verbally and in writing, while utilizing proper grammar, telephone etiquette, and provided electronic tools.

• Proficient in navigating multiple computer applications and databases.

• Moderate to advanced skills in computer keyboard typing and navigation.

• Capable of communicating via phone while simultaneously navigating various computer systems.

• Able to overcome patient objections and challenges to successfully negotiate payments.

• Dependable and responsible, arriving on time and utilizing time productively and efficiently.

• Effectively manages self in a work-from-home environment, staying focused on tasks and achieving required outcomes.

• Exhibits professional judgment and operates with business acumen, understanding sensitive personal information (SPI) and sensitive consumer information (e.g., Protected Health Information (PHI)) while maintaining confidentiality.

• Proficient in using provided tools to perform basic math calculations involving addition, subtraction, multiplication, division, and percentages.

• Self-motivated and committed to career advancement.

• High School Diploma or equivalent (i.e., GED) is required.

• Previous supervisory experience is welcome in this expanding company.

🏝️ Benefits

• Remote work opportunities.

• Professional development opportunities.