Customer Service Representative

* THIS IS A FULLY ONSITE POSITION*

SUMMARY

Answers telephones, routes callers, takes messages and provides routine information to callers

REQUIREMENTS

RESPONSIBILITIES AND DUTIES:

• Maintains established departmental policies and procedures, objectives, quality improvement program, safety, environmental and infection control standards.

• Operates microfilm equipment in retrieving file data.

• Interprets insurance program procedures and provisions to resolve routine patient billing inquires and problems.
• Counsels patients requiring external financial assistance, including recommending third parties.
• Answers all inquiries regarding patient accounts.
• Researches credit balance accounts, refunds overpayments to patient, guarantor or third party payer.
• Secures information relative to patient’s financial status or insurance coverage. May complete insurance forms, verify insurance coverage, and secure other information if needed.
• Prepares appropriate information for billing personnel.
• Answers telephones, routes callers, takes messages and provides routine information to callers. Responds promptly to inquiries and requests.
• Negotiates contractual payment plans with patients as authorized.
• Performs a variety of routine typing and clerical duties as necessary.
• Receives complaints of poor or inadequate service and determines action to be taken.
• Traces missing files.
• Attends meetings as required.
• Other duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS:

• High school diploma or combination of relevant experience and education required.
• Previous customer service experience required
• Healthcare experience highly preferred

SKILLS & ABILITIES REQUIREMENTS:

• Outstanding communication, interpersonal, mulit-tasking and analytical skills
• The ability work well with minimal supervision in a high-volume environment
• Proven ability to remain composed and professionally under difficult situations with a strong team approach
• PC proficiency with various Windows applications
• Knowledge of phone systems and technology
• Skill in recognizing and responding to emergency/high-priority situations

PHYSICAL REQUIREMENTS:

• Body Positions: Sitting and standing for prolonged periods.
• Body Movements: Arm and hand dexterity.
• Body Senses: Must have command of close and distant sight, color perception and hearing.
• Strength: Ability to lift and move up to 25-pounds.

Working Environment:

1. Work in an office, where the climate is controlled
2. Occasional travel between medical groups and/or hospitals when necessary. 0-25 % of the time.

OSHA exposure category: III

1. Category I – Position includes tasks that involve exposure to Blood borne Pathogens.
2. Category II – Position includes tasks that do not have exposure to Bloodborne Pathogens, however employment may require unplanned Category I tasks.
3. Category III – Positions includes tasks that do not involve exposure to Bloodborne Pathogens. This position would not be required to perform Category I tasks.