[Hiring] Customer Service Representative @NATIONAL PARTNERS IN HEALTHCARE

Role Description

The customer service representative is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries.

Essential Duties and Responsibilities

• Answer incoming patient, insurance company and physician office telephone calls.
• Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
• Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.
• Whenever possible, resolves question directly so that patient receives prompt satisfaction.
• Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.
• Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.
• Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.
• Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.
• Identifies and communicates complaint patterns to management team.
• Maintains strictest confidentiality.
• Document all actions in the system notes.
• Demonstrate a positive attitude and serve others with personal service 100% of the time.
• Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.
• Meet Customer satisfaction standards set forth by management.
• Meet Productivity/Performance standards as set forth by management.
• Adhere to all company policies and procedures.
• Adherence to and compliance with information systems security is everyone’s responsibility.

Non-Essential Duties and Responsibilities

• Perform other duties as assigned.

Qualifications

• High-school graduate or equivalent.
• Associate degree in business administration or related field of study is preferred.

Experience

• Two (2) years of collections experience preferred or equivalent combination of educational and experience will be considered.
• One (1) year of healthcare experience required.

Knowledge and Skills

• Excellent verbal and written language skills to answer customer concerns in simple, understandable language.
• Proficiency with math skills - (i.e., skill in calculation of charges, payments and adjustments).
• Knowledge of insurance processing, guidelines and general laws related to all payers.
• Must be able to establish proficiency in using the IDX practice management system.
• Excellent customer service skills.
• Ability to multi-task effectively.
• Data entry skills.
• Basic knowledge of CPT, ICD-9 and ASA codes.
• Sound problem solving skills & decision making ability.
• Strong analytical skills.
• Skill in gathering and reporting information from multiple sources (IDX, internet, electronic records).
• Must have a pleasant disposition and high tolerance level.
• Must display a positive “teamwork” attitude and strong interpersonal skills.
• Ability to work effectively and independently with staff, physicians and external customers with limited supervision.
• Ability to maintain confidentiality.
• Ability to read, write, and speak English.
• Willingness and ability to follow direction and/or company policy as directed by management.