Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist is responsible for resolving self-pay accounts. This role involves answering incoming calls from patients or their representatives, responding to inquiries, handling complaints, troubleshooting problems, collecting patient balances, and providing relevant information while maintaining working relationships with patients, guarantors, and business office departments.

Key Responsibilities

• Accept inbound phone calls from patients, physician offices, and insurance carriers to collect self-pay balances and resolve concerns.
• Make outbound phone calls to patients, physician offices, and insurance carriers as needed.
• Adhere to all applicable laws, regulations, and industry standards, including HIPAA guidelines.
• Verify each patient's identity before disclosing information and update account details.
• Maintain quality results by adhering to guidelines, call metrics, and time management standards.
• Follow provided scripts to facilitate consistent and expedient account resolution.
• Respond to patient inquiries regarding billing procedures, policies, and statements.
• Utilize multiple resources to resolve patient inquiries during calls.
• Document all patient account activities concisely, including future steps needed for resolution.
• Under direct supervision, resolve routine questions and problems and escalate complex issues appropriately.
• Prepare written responses to patients regarding account resolution when necessary.
• Interact with administrative departments and hospital service areas to facilitate account resolution.

Required Qualifications

• Minimum 2 years of experience in a call center, customer service, collections, healthcare customer service, or revenue cycle environment.
• Demonstrated ability to process information quickly, accurately, and efficiently.
• Experience working in a metrics-driven environment focused on productivity, quality, and customer experience.
• Ability to work in a fast-paced environment without sacrificing accuracy or quality.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at View email address on click.appcast.io or View phone number on click.appcast.io. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.