Customer Experience Representative

LCMC Health

77d

About The Position

Your job is more than a job. At LCMC Health, we value the unique qualities that each individual brings to work, as these contribute to extraordinary outcomes in patient care. The position involves accepting inbound phone calls from various stakeholders, including patients and insurance carriers, with the goal of resolving concerns promptly. You will follow provided scripts to ensure consistent account resolution and provide exceptional customer service to enhance patient relations. Responsibilities include explaining charges, reporting errors, negotiating payments, and understanding payer regulations.

Requirements

• At least 2 years of experience in a hospital or physician setting.
• Previous experience in a call center environment preferred.
• High school diploma or GED required.
• Must pass basic computer skills test and system level training.
• Superior communication, organizational, and analytical skills.
• Strong attention to detail and interpersonal skills.
• Ability to work in a fast-paced environment and comply with procedural guidelines.
• Knowledge of insurance processing terminology and experience with EOBs.
• Basic knowledge of Excel, Word, and Outlook preferred.
• Commitment to organizational values and professional conduct.

Responsibilities

• Accept inbound phone calls from patients, vendors, physician offices, and insurance carriers.
• Follow scripts provided by the call center manager for consistent account resolution.
• Provide exceptional customer service to improve patient and guarantor relations.
• Clearly explain charges to customers and report any errors to managerial staff.
• Utilize multiple resources to resolve patient inquiries.
• Negotiate full payment from patients and assist in setting up payment plans.
• Collect patient payments and follow authority levels for posting adjustments.
• Communicate effectively with patients regarding their Explanation of Benefits (EOB).

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 501-1,000 employees