RCM Customer Service Representative

Conifer Health Solutions • Frisco, TX

4d • Onsite

About The Position

Responsible for answering inbound customer service calls related to patient accounting questions. When inbound call volumes are low, the incumbent may make outbound follow-up calls on outstanding AR accounts. This role is part of the Conifer Health Solutions, which is part of the Tenet and Catholic Health Initiatives family, bringing 30 years of healthcare industry expertise to clients in over 135 local regions nationwide. Conifer helps clients strengthen their financial and clinical performance, serve their communities, and succeed at the business of healthcare. They assist organizations in transitioning from volume to value-based care, enhancing the consumer and patient healthcare experience, and improving quality, cost, and access to healthcare.

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 inappropriate grammar.
• 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 a 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 a resolution has been found.
• Ability to function effectively under the 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.
• Confirmation of all required vaccinations and screenings (e.g., COVID-19, influenza) may be required.

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 outbound follow-up calls in a professional, service-oriented manner.
• Answer calls timely without drops/abandons.
• Ascertain the reason for the call and assist the caller with their questions, concerns, or problems with a focus on first call resolution.
• Facilitate resolution by referring the matter to the issue/content expert.
• Escalate the matter to a supervisor, request the appropriate information, or take appropriate action so that the issue expert is able to effectively resolve the matter.
• Other duties as assigned.

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.
• Paid leave in accordance with Colorado’s Healthy Families and Workplaces Act (for Colorado employees).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED