[Hiring] Customer Care Representative @Conifer Health Solutions

Role Description

Responsible for answering inbound customer service calls related to patient accounting questions. When inbound call volumes are low, incumbent may make outbound follow-up calls on outstanding AR accounts.

• Answer inbound customer service calls and make some outbound follow-up calls in a professional, service-oriented manner.
• Answer the calls timely without drops/abandons.
• Ascertain the reason for the call and assist the caller with their questions, concerns, or problems with a focus on timely, first call resolution.
• Document all actions during the call in proprietary software.
• Follow well-documented escalation paths when necessary.
• Participate in 1x1s and huddles with leadership to review performance opportunities and provide coaching.

Qualifications

• Exceptional customer service skills including effective and efficient problem-solving and analyzing skills.
• Professional and calming tone of voice with complete command of the English language free of inappropriate grammar.
• Ability to effectively summarize what transpired on a call in notes for the next team member.
• Ability to facilitate conversations and establish an understanding of the customer's issue/reason for contact.
• Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques.
• Ability to maintain control of the call by de-escalating issues and instilling confidence in the resolution.
• Ability to function effectively under stress of conflicting demands on time and attention.
• Ability to interpret and apply reimbursement aspects of managed healthcare contracts.
• Attentive listening skills.
• Ability to clearly articulate a response to the customer using appropriate voice modulation.

Requirements

• High school education or the equivalent.
• 1 – 2 years prior experience in an inbound call center and/or customer service environment; hospital patient account billing experience or knowledge of 3rd party reimbursements from insurance companies and government payers is a plus.

Benefits

• Pay: $14.50 - $21.80 per hour. Compensation depends on location, qualifications, and experience.
• Position may be eligible for a signing bonus for qualified new hires, subject to employment status.
• Conifer observed holidays receive time and a half.
• Medical, dental, vision, disability, and life insurance.
• Paid time off (vacation & sick leave) – minimum of 12 days per year, accruing at a rate of approximately 1.84 hours per 40 hours worked.
• 401k with up to 6% employer match.
• 10 paid holidays per year.
• Health savings accounts, healthcare & dependent flexible spending accounts.
• Employee Assistance program, Employee discount program.
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder & childcare, AD&D, auto & home insurance.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.