Healthcare Customer Service Representative (WI)

With over 30 years in business, we focus on developing our employees and helping them reach their full potential. Work remotely or from our Marshfield, WI office, with opportunities to start in our October 26th training class. EPIC experience is preferred but not required. Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. Handles customer inquiries through inbound and outbound calls as well as written communication. This position exists to effectively manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. Customer Service Representatives will work in a company office or home office environment. They will operate with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). This role is expected to follow company and client policies, procedures, and applicable laws.

Key Responsibilities

• Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues
• Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections
• Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes)
• Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines
• Discusses and helps consumer think through payment resources and makes necessary referrals to the client
• Maintains working understanding of account requirements, leveraging related documentation and resources as needed
• Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance

Qualifications

• Prior work experience in a call center and healthcare customer service setting is preferred
• Familiarity with Artiva and Cerner Soarian application is preferred. EPIC is a plus
• Working knowledge of medical billing and coding is preferred
• Prior work experience in a medical office and/or general understanding of health insurance is preferred
• Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools
• Able to navigate multiple computer applications and databases
• Moderate to advanced computer keyboard typing and navigation skill
• Able to communicate on the phone and navigate multiple computer systems simultaneously
• Manages self effectively in a work from home environment, remaining focused on work and delivering required outcomes
• Understands sensitive personal information (SPI) and sensitive consumer information (i.e., High School Diploma or equivalent (i.e., Employee works in a company office and/or home office and sits at a desk during regularly scheduled work hours. Employee will work with an online team utilizing screen monitoring and/or video conferencing. Employee answers and makes telephone calls using a computerized telephone; reads and comprehends information from a computer terminal and/or written resources. Career Path Note: The Customer Service Representative is a fully trained production role in the organization.