Customer Care Representative (Remote)

Conifer Health Solutions•United States,

9d•$15 - $22•Remote

About The Position

The Customer Care Representative answers inbound customer service calls about patient accounting and billing questions. When call volumes are low, the representative may make outbound follow-up calls on outstanding accounts receivable accounts. The role focuses on professional, timely service and first-call resolution, with call activity and actions documented in proprietary software and established escalation paths used when needed. The position is remote and requires the employee to reside in the United States. Typical Central Time shifts are 8:00 a.m.–4:30 p.m., 8:30 a.m.–5:00 p.m., 10:00 a.m.–6:30 p.m., or 10:30 a.m.–7:00 p.m. The role includes individual check-ins and huddles with leadership to review performance and receive coaching. Candidates may be required, as applicable and permitted by law, to provide confirmation of required vaccinations and screenings before starting employment.

Requirements

High school education or equivalent.
One to two years of prior experience in an inbound call center and/or customer service environment.
Exceptional customer service, problem-solving, and analytical skills.
Professional, calming tone of voice and command of written and spoken English, using appropriate grammar.
Ability to summarize call outcomes in notes so the next team member can continue the work.
Ability to facilitate conversations and establish an understanding of a customer's issue or reason for contact.
Ability to perform essential job functions independently, flexibly, and with creative problem-solving techniques.
Ability to control calls by de-escalating issues and reassuring customers that a resolution has been found.
Ability to function effectively under conflicting time and attention demands and, at times, when dealing with difficult personalities.
Ability to interpret and apply reimbursement aspects of managed healthcare contracts.
Attentive listening skills and ability to clearly articulate responses using appropriate voice modulation.
Ability to sit at a computer terminal for extended periods.
Must reside in the United States.
As applicable and permitted by law, obtain and provide confirmation of required vaccinations and screenings before employment starts.

Nice To Haves

Call center and EPIC experience.
Hospital patient account billing experience or knowledge of third-party reimbursements from insurance companies and government payers.

Responsibilities

Answer inbound customer service calls and make some outbound follow-up calls in a professional, service-oriented manner, answering calls promptly without drops or abandons.
Determine the reason for each call and help callers with their questions, concerns, or problems, focusing on timely first-call resolution.
Document all actions taken during calls in proprietary software and follow documented escalation paths when necessary.
Participate in one-on-one meetings and huddles with leadership to review performance opportunities and receive coaching.

Benefits

Medical, dental, vision, disability, and life insurance.
Paid time off for vacation and sick leave, with a minimum of 12 days per year and accrual of approximately 1.84 hours per 40 hours worked.
401(k) with up to 6% employer match.
10 paid holidays per year.
Health savings accounts and healthcare and dependent flexible spending accounts.
Employee Assistance Program.
Employee discount program.
Voluntary benefits including pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder and childcare, AD&D, and auto and home insurance.
Potential signing bonus for qualified new hires, subject to employment status.
Time and a half for Conifer-observed holidays.
For Colorado employees, paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.