Customer Service Representative

TEKsystems•San Antonio, TX

10d•$20 - $20•Remote

About The Position

Medical providers, hospitals, clinics, etc. who accept Medicare patients are subject to various CMS (The Centers for Medicare and Medicaid) Quality Reporting programs. These CMS Quality Reporting programs exist to ensure that the quality of care provided to Medicare patients is on-par with the financial and ethical standards outlined by the federal government. Medicare providers that are eligible to participate in these programs are expected to meet certain reporting requirements and deadlines. While these programs vary by demographic, failure to report correctly and on-time may result in positive or negative adjustments applied to their claims billed to Medicare. Essentially, the program exists to ensure that Medicare providers are providing high quality of care to the services they are billing the government for. For some, participation in these programs may result in a positive incentive, where failure to participate may result in a reduction to the amount returned for Medicare services. In this position, Service Center Representatives will be working remotely and will be receiving inbound calls from various medical professionals, including but not limited to: Medical Professionals (such as Doctors or Physicians), Health Organization Staff (such as Administrators or other staff), Health IT Staff or Third-Party Vendors. Entry-level representatives will be trained to support customers via Phone and Email/Web Portal. While we support various programs within the Service Center, new representatives will be provided foundational knowledge to support just one of these programs and the systems involved. Additional opportunities for cross-training into other lines of business would come at a later time. Volume and call times vary between lines of business, with calls ranging anywhere from 13-15 minutes, to 30-45 minutes. Call times are ultimately dependent on the subject at hand and the time it takes to answer a customers questions. Please note you will be speaking with medical professionals who are working toward meeting reporting requirements that may be overwhelming to them.

Requirements

High school diploma
Call center experience - 1+ years
Professional customer service experience - will be speaking with doctors, nurses, etc.
Internet requirements: minimum of 50 -100 mg download; no satellite internet
Technical acuity and ability to troubleshoot
Must be able to type 45 WPM+

Responsibilities

Receiving inbound calls from various medical professionals, including but not limited to: Medical Professionals (such as Doctors or Physicians), Health Organization Staff (such as Administrators or other staff), Health IT Staff or Third-Party Vendors.
Supporting customers via Phone and Email/Web Portal.
Providing foundational knowledge to support one of the programs and the systems involved.