[Hiring] Customer Service Representative 1 @Savista

Role Description

The Customer Service Representative 1 resolves patient healthcare accounts by negotiating payment with patients/guarantors while meeting or exceeding performance and quality objectives. This position is responsible for completing daily account-related functions in an efficient and timely manner to speed up the patient-to-payment process.

• Research and reconcile accounts
• Communicate with clients, government, and commercial payers
• Provide customer service support and resolution of routine problems and questions regarding the revenue cycle

Duties and Responsibilities

• Negotiate payment with patients/guarantors through inbound and outbound calls
• Respond to customer questions utilizing knowledge and expertise on insurance and healthcare
• Meet or exceed performance objectives including account resolution, collections, and quality assurance goals
• Perform routine tasks with care and attention while maintaining accurate documentation of patient/guarantor encounters
• Identify trends and determine root causes for balance discrepancies
• Develop and maintain knowledge of patient access services and the overall effect on the revenue cycle
• Analyze and interpret accounting documents and/or correspondence
• Perform file maintenance for corrections and additions to patient records
• Interact with both client and internal departments to ensure proper account handling
• Process patient inquiries in a manner that ensures service level agreements (SLAs) are met or exceeded
• Support Savista’s Compliance Program by adhering to policies and procedures
• Other duties as assigned or requested by Supervisory or Managerial personnel

Preferred Skills

• Bilingual in English and Spanish
• Experience with performance metrics and goals
• Experience with dual monitoring systems
• Experience with utilizing a dialer system
• Experience in a performance-based commission structure
• Strong problem-solving skills
• Strong customer service skills with an emphasis on written and oral communication
• Advanced computer proficiency (including knowledge of windows-based applications)
• Excellent written and verbal communications and typing skills (30 WPM required)

Requirements

• High school diploma or GED
• At least 3 years of experience in a call center environment or similar role within the healthcare revenue cycle
• At least 3 years of experience working in a role with a high volume of either inbound or outbound calls
• At least 3 years of healthcare experience working within a patient financial services office or insurance collections for all payers
• Expert knowledge of patient access services and the overall effect on the revenue cycle
• Demonstrate ability to manage escalated calls
• A subject matter expert with demonstrated capability to support/train/mentor other team members
• Understanding of medical collection terminology
• Experience in a role that requires accessing multiple databases simultaneously
• Demonstrate ability to meet performance objectives
• Must be available to work a scheduled shift between the hours of 9:30AM ET and 9PM ET
• Must participate in ongoing training and self-development
• Must complete and pass mandatory educational requirements

Salary Information

The salary range for this role is from $16 to $18, varying based on geographic location, candidate experience, applicable certifications, and skills.

Equal Opportunity Employer

SAVISTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity or any other federal, state or local protected class.