Call Center Representative

CALL CENTER REPRESENTATIVE - REVENUE CYCLE/PATIENT BILLING SERVICES

California Skin Institute (CSI) is the largest and fastest growing private dermatology practice in California offering an unwavering commitment to excellence in medical, surgical, and cosmetic dermatology and plastic surgery. We have one of the most state-of-the-art and comprehensive skin-based service lines including laser, light, radio-frequency, reconstructive and cosmetic surgery techniques, Medicare-approved surgery centers and a full-service dermatopathology laboratory. Come join our team as we innovate both in the clinical setting and in practice operations!

As our mission is safe patient care, we require all our employees to be vaccinated as such vaccinations are available, and subject to the narrow exceptions provided by applicable law.

Position Summary

Call Center Representatives answer routine customer calls regarding billing inquiries, providing information and updating patient accounts with appropriate transactions and notes. May collect on delinquent accounts, establish payment arrangements with patients, research and resolve complaints to ensure customer retention and satisfaction.

Responsibilities

• Provide support for inquiries from customers regarding account reconciliation while maintaining updated information on accounts
• Collaborate with other departments of the revenue cycle to ensure full resolution of open AR
• Conduct demographic and insurance verification and updates, eligibility checking, and routing calls between other sites, departments, and individuals as appropriate
• Communicate regularly with the medical and office support staff, and be mindful to maintain HIPAA compliance at all times.
• Confer with customers by telephone or in person to provide information about their billing questions
• Ensure that appropriate actions are made to resolve customers' problems
• Record accurate and details notes of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Resolve customers' service or billing complaints, escalating as needed
• Refer unresolved customer grievances to designated departments for further investigation
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
• Ensure proper phone etiquette i.e. answer phone within three (3) rings, proper greeting, responsive to caller
• Provides updates to callers on hold and prioritizes calls
• Asks callers if they prefer to leave a message, takes clear messages, and correctly transfers calls
• Other duties as assigned

Requirements

• One (1) year of experience in revenue cycle or patient financial services
• Customer service or call center environment in healthcare setting
• Knowledge and use of RingCentral and/or other phone systems
• Excellent time management skills and ability to multi-task and prioritize work
• Social perceptiveness and service oriented
• Excellent written and verbal communication skills
• Strong organizational and planning skills
• Proficiency in MS Office and patient management software, Nextech

Benefits and Perks

We value our employees' time and efforts. Our commitment to your success is enhanced by our competitive pay in addition to a benefits package including:

• Medical Health Insurance
• Vision & dental plan
• Flexible Spending Account
• Life Insurance
• 401 (K)
• Generous paid time off
• Growth and development opportunities
• Recognition Program
• And much more!

It is the policy of California Skin Institute to afford equal opportunity for employment to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, family status (including pregnancy), marital status, military status, sensory, physical, or mental disability, genetic information, or any other factor protected by local, state or federal law, and to prohibit harassment or retaliation based on any of these factors.