Billing Customer Support Specialist II - M-F 1:30PM - 10:00PM

Billing Customer Support Specialist II

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

The Opportunity

The Billing Customer Support Specialist II provides world class service to potential patients and patients with the goal of assisting with insurance, coverage, and payment options associated with Cologuard.

This position supports a flexible work from home model where employees can choose to work onsite at 1 Exact Lane or at home.

What You'll Work On

• Assist with insurance eligibility details required for kit shipment and patient billing requirements.
• Interact with providers, patients, and payors to answer questions around claim denials, billing statements, Explanation of Benefits (EOB), and/or payment options.
• Educate and assist on inquiries associated with Medicaid, Medicare, and private insurance companies
• Navigate supplemental payor websites to determine eligibility.
• Collect payment, establish payment plans, assist with Financial Assistance requests, and refunds as appropriate.
• Interact with patients, providers, and clients for all aspects of billing through phone, e-mail, or other channels to support incoming calls and place outbound calls.
• Quality-focused with high attention to detail and accurate documentation.
• Provide customers with product and service information and route contacts to the appropriate resources.
• Stay current with relevant guidelines and policies to maintain compliance with all company procedures and guidelines; including, but not limited to HIPAA, Quality Policies, and the Code of Business Conduct and Ethics.
• Perform all job duties according to contact center policies and procedures.
• Communicate and act in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and clients.
• Demonstrate excellent verbal and written English communication skills.
• Ability to apply knowledge of customer service principles and practices.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly while focusing on tasks and working independently.
• Ability to report to work on time and follow attendance guidelines, demonstrating reliable attendance.
• Ability to work designated schedule and overtime as needed.
• Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day operating telephone, computer, keyboard, and various desktop applications.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.

Required Qualifications

• High School diploma or GED.
• Must be 18 years of age or older.
• 2+ years of customer service experience.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.

Preferred Qualifications

• Experience in an inbound/outbound contact center in the healthcare industry.
• Knowledge of contact center telephony and technology.
• Demonstrated exceptional customer experience.

The base pay for this position is $17.00 $34.00 per hour. In specific locations, the pay range may vary from the range posted.