Customer Service Representative I or II - Medical Billing

Chesapeake Employers' Insurance Company • Towson, MD

1d • Hybrid

About The Position

Chesapeake Employers’ Insurance Company is a purpose-driven organization dedicated to improving the lives and livelihoods of our policyholders, injured workers, team members, and the community. As a leading workers' compensation specialty insurer in the mid-Atlantic region, we take pride in being a force for good. Our 350 team members are committed to making a positive impact every day in the lives of all our stakeholders. Join our motivated, professional team as we foster a culture of values, teamwork, innovation, and collaboration. Established in 1914, Chesapeake Employers Insurance, headquartered in Towson, Maryland, has over a century of experience, a strong financial foundation, and an "A" rating from AM Best.

Customer Service Representative I
Position Summary:
A dedicated resource within the Medical Billing Department for answering customer inquiries, specifically medical providers for information regarding submission and payment of medical bills. Serves as Chesapeake Employers’ “front-line” to the customer in order to provide timely, accurate and courteous responses to their inquiries.

Customer Service Representative II
POSITION SUMMARY:
The Medical Billing Customer Service team makes it possible for core business operations to focus on achieving their primary goals by responding to customer requests that vary from a basic to a complex level based upon the business knowledge required to deliver first contact resolution.

Requirements

• A High School Diploma or equivalent is required, two or more years of college is preferred.
• 2 to 3 years as medical bill processor or adjudicator, preferred.
• One year of customer service experience in insurance or health industry is preferred.
• Excellent verbal and written communication skills required.
• Basic skill in claims or medical billing systems applications required.
• Basic PC skills required with a knowledge of MS Office Suite (Outlook, Teams, Word, Excel) is preferred.
• Bi-lingual Spanish speaking preferred.
• At least 1 year experience in the Customer Service Representative I position with consistent performance at better.
• 2 or more years in medical bill processing
• CPC preferred
• Effectively demonstrated advanced call management techniques.

Nice To Haves

• two or more years of college is preferred.
• 2 to 3 years as medical bill processor or adjudicator, preferred.
• One year of customer service experience in insurance or health industry is preferred.
• Basic PC skills required with a knowledge of MS Office Suite (Outlook, Teams, Word, Excel) is preferred.
• Bi-lingual Spanish speaking preferred.
• CPC preferred
• AA Degree

Responsibilities

• Provides first contact resolution to external customer inquiries received by phone. Applies call techniques, protocols and knowledge of workers compensation insurance, along with the Medical Billing Department’s Standard Operating Procedures, company organizational structure and individual operation roles in the process of supporting both customers and internal business partners.
• Responds to inquiries from claimants, medical providers and other Chesapeake Employers personnel regarding the payment for services provided under workers’ compensation.
• Analyze data to resolve customer inquiries.
• Communicates with medical providers, when necessary, regarding the payment or denial of payment of bills.
• Facilitates outbound calls to service providers.
• Manages the customer service box and spreadsheet/Excel function.
• Sorts, processes and sends out provider faxes.
• As an employee of Chesapeake Employers’, must safeguard the privacy and security of our clients' information. This means following Chesapeake Employers privacy and information security policies and procedures. If you notice any unusual or suspicious activity, you must report it immediately. As part of your normal job duties, you may come across sensitive or confidential information and are responsible for keeping our data secure and confidential.
• Actively supports the company strategies and department goals by accomplishing tasks as assigned.
• Performs data entry of bills submitted for payment or reconsideration. Maintains the integrity of the information system by accurately recording the transactional information into the computer system.
• Processes bills submitted for medical treatment in accordance with established Chesapeake Employers policies and the Workers’ Compensation Fee Guide.
• Meets departmental guidelines for productivity and accuracy of payment of medical bills.

Benefits

• health, vision, and dental coverage
• a robust PTO plan
• an 8% employer contribution to retirement regardless of team member contribution
• educational assistance
• opportunities to participate in team member appreciation events
• STD, LTD and group life insurance 1X a team members salary
• free tickets to community attractions
• flexibility to thrive in a hybrid work environment
• opportunity to participate in development and volunteer programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees