Customer Service Representative

Customer Service RepresentativeAnswers and resolves any question, concerns, complaints or issues expressed by patients, family members, insurance carriers or employees as a result of incoming telephone calls to the PBO's Customer Service area. Acts as a liaison between patients, guarantors, HMC and third party payers. Explains HMC and third party payer policies and procedures to callers and resolves billing related questions/concerns. Discusses with callers third party billing and reimbursement requirements and concepts. Relies on experience and judgment to plan and accomplish tasks. Performs a variety of billing, payment posting and reimbursement duties when not on the telephone. May lead and direct the work of others. Communications with customers may take place via U.S. mail, email or in person, but primarily by telephone. Resolves most questions and problems and refers only the most complex issues to management. Performs additional duties as assigned in a courteous and professional manner.Education: Completion of a high school diploma required. College level courses preferred.Licensure: N/AExperience: Prefer 2 to 4 years experience in a hospital billing office, medical billing office or other health care setting. Will consider candidates with customer service experience in a non-health care field.Skills: Excellent oral and written communication skills in order to effectively interact with internal and external customers. Job duties and tasks are frequently non-routine which requires logical problem solving ability. Ability to interpret and follow oral and written instructions, policies, guidelines and standards. Ability to use good judgment in the absence of formal guidelines, policies or procedures. Ability to prioritize and manage time effectively. Working knowledge of medical A/R software programs and intermediate PC skills including Microsoft Outlook, Word and Excel. Must be detail oriented and able to demonstrate competence in basic math concepts.Physical, Mental, Environmental and Working ConditionsWorks in a typical office setting. Sitting and limited freedom of movement in a very fast paced and stressful environment. Expect constant incoming telephone calls with patient questions, concerns, and complaints related to insurance claim billing and reimbursement. Patients may be irrational and want to discuss medical treatment and other clinical concerns which must be forwarded to the appropriate department for resolution. Must be able to remain calm and polite while analyzing problems and taking action to correct the concern. Ability to work under pressure during peak call volumes periods.Full-Time Benefits403(b) Matching (Retirement)Dental insuranceEmployee assistance program (EAP)Employee wellness programEmployer paid Life and AD&D insuranceEmployer paid Short and Long-Term DisabilityFlexible Spending AccountsICHRA for health insurancePaid Annual Leave (Time off)Vision insurance