[Hiring] RCM Customer Service Representative @Conifer Health Solutions

Role Description

Responsible for answering inbound customer service calls related to patient accounting questions. When inbound call volumes are low, the 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 first call resolution.
• Facilitate resolution by referring the matter to the issue/content expert.
• Escalate the matter to a supervisor, request the appropriate information, or take appropriate action so that the issue expert is able to effectively resolve the matter.
• Other duties as assigned.

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 use of inappropriate grammar.
• Ability to facilitate conversations with others 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 that the resolution has been found.
• Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities.
• 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 with experience or knowledge of 3rd party reimbursements from insurance companies and government payers is a plus.

Benefits

• Medical, dental, vision, disability, and life insurance.
• Paid time off (vacation & sick leave) – min of 12 days per year, accrue 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.