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

Abbott

1d • $17 - $34 • Hybrid

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

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

Responsibilities

• 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.
• 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.

Benefits

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED