Customer Care Representative - Call Center Contract

Conifer Health Solutions

1d•$15 - $22

About The Position

Responsible for answering inbound customer service calls related to patient accounting questions. When inbound call volumes are low incumbent may make outbound follow up calls on outstanding AR accounts.

Requirements

Exceptional customer service skills including effective and efficient problem solving and analyzing skills
Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar
Ability to effectively summarize what transpired on a call in notes, to enable the next team member to pickup where you left off
Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
Ability to perform essential job functions with high degree of independence, flexibility, and creative problem solving techniques
Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
Ability to interpret and apply reimbursement aspects of managed healthcare contracts
Attentive listening skills
Ability to clearly articulate a response to the customer using appropriate voice modulation
High school education or the equivalent
1 – 2 years prior experience in an inbound call center and/or customer service environment

Nice To Haves

hospital patient account billing with experience or knowledge of 3rd party reimbursements from insurance companies and government payers is a plus.

Responsibilities

Answer inbound customer service calls and make some outbound follow up calls in a professional, service oriented manner. Answer the calls timely without drops/abandons.
Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on timely, first call resolution. Document all actions during the call in proprietary software. Escalation paths are well documented, in the event of necessity.
1x1s and huddles with leadership to review performance opportunities, and provide coaching

Benefits

Medical, dental, vision, disability, and life insurance
Paid time off (vacation & sick leave) – min of 12 days per year, accrue at a rate of approximately 1.84 hours per 40 hours worked.
401k with up to 6% employer match
10 paid holidays per year
Health savings accounts, healthcare & dependent flexible spending accounts
Employee Assistance program, Employee discount program
Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.

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