Customer Service Representative

Company Overview

National Partners in Healthcare (NPH) is a progressive healthcare company specializing in anesthesiology. We partner with physicians and health systems to deliver high quality care, aligning synergies and best practices to achieve superior outcomes. As a leader in the industry, we believe in developing a foundation of trust, transparency, and excellence in everything we do. The success of our company has created excellent career advancement opportunities that support a healthy work/life balance.

Position Summary:

The customer service representative is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries. This is a hybrid role where candidate will report to the office to cover PTO for the current in office position.

Essential Duties and Responsibilities:

* Answer incoming patient, insurance company and physician office telephone calls.

* Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.

* Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.

* Whenever possible, resolves question directly so that patient receives prompt satisfaction.

* Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.

* Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.

* Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.

* Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.

* Identifies and communicates complaint patterns to management team.

* Maintains strictest confidentiality.

* Document all actions in the system notes.

* Demonstrate a positive attitude and serve others with personal service 100% of the time.

* Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.

* Meet Customer satisfaction standards set forth by management

* Meet Productivity/Performance standards as set forth by management.

* Adhere to all company policies and procedures.

* Adherence to and compliance with information systems security is everyone's responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.

Non-Essential Duties and Responsibilities:

* Perform other duties as assigned.