Customer Service Representative

About the role

The Customer Service Representative performs first level customer service through an inbound call center. Manages a high volume of inbound phone calls and resolves customer requests in a timely, accurate, and consistent manner. Demonstrates financial stewardship by addressing patient balances when inbound calls present to ensure timely processing of payments, payment plans, and financial assistance. Job Description: Schedule: Monday - Friday 9:00am - 5:30pm No Weekends, No Holidays KEY ACCOUNTABILITIES: Answers phone calls that present to the inbound call center by completing a full assessment of the account including reviewing documentation, insurance coverage, charges, chart, and payments to provide customer with accurate information and perform necessary next steps to deliver first pass resolution. Meets quality and productivity expectations as defined in the operating procedure. Adds or updates insurance coverages to maximize insurance benefits. Collects patient balances by educating patient of their financial responsibilities, processing payments, and negotiating payment plans to ensure timely collection of patient balances. Educates customer of alternative payment sources such as financial assistance when patient demonstrates a hardship. Completes pre-screen when applicable to determine if a financial assistance application should be completed by the customer. Screens and documents interactions with customer according to established standards. Collaborates with internal and external partners such as collection agencies and insurance enrollment partners to ensure accurate patient billing. Demonstrates working knowledge of CPT/HCPCS codes, all facets of insurance claim filing requirements, regulations, and assigned departmental operating procedures ensuring consistency for customers. Enhances skill set and professional growth through participation in educational programs, current literature, in-service workshops, and meetings.