Customer Service Representative
About The Position
The Customer Service Representative is responsible for ensuring timely and accurate processing of all orders, including documentation and system entry for billing. Key duties involve handling inbound and outbound phone calls professionally, responding to inquiries, and documenting interactions in the patient account software. The role also includes monitoring and processing faxes and referrals, coordinating branch transactions (deliveries, pick-ups, exchanges, returns, service, repair/maintenance) with various staff and patients, and facilitating the collection of patient balances. This position contributes to operational, financial, and cultural performance goals, maintains compliance with company policies, medical billing practices, and accreditation requirements, and develops knowledge of company products and services. The representative is expected to maintain high service satisfaction with patients and referral sources, foster strong working relationships, ensure proper care of company assets, and uphold professional conduct and appearance. Other duties may be assigned by management.
Requirements
- High school diploma or equivalent.
Nice To Haves
- Customer service experience preferred.
- Relevant healthcare or medical billing experience preferred.
- Knowledge of medical billing practices, eligibility and insurance requirements, and billing reimbursement.
- Commitment to service excellence and superior performance.
- Solid verbal and written skills.
- Proper phone and email etiquette.
- Manage time effectively.
- Able to multi-task and complete all assigned tasks at quality levels and within deadlines.
- Organized and structured in carrying out responsibilities.
- Professionally postured in both behavior and physical appearance.
- Strong interpersonal and communication skills; respectful and polite in all interactions.
- Able to physically lift, carry, and move equipment.
- Efficient use of technology and software.
Responsibilities
- Ensure that all orders are processed in a timely and accurate manner with the appropriate paperwork completed; all orders must be entered into the system timely with all necessary documentation included and ready for billing upon delivery (or as allowed by authoritative and governing guidelines)
- Handle inbound and outbound phone calls in a timely and professional manner; respond to inquiries and calls with proper prioritization and within reasonable timeframe; ensure that interactions are documented in the patient (customer) account within the software.
- Monitor and process faxes and other sources of orders/referrals; enter and account for each in the software and ensure response/action is taken accordingly.
- Efficiently coordinate branch transactions (deliveries, pick-ups, exchanges, returns, service, repair/maintenance) with appropriate staff (drivers, warehouse, liaisons, therapists, sales) and with patients (customers)
- Facilitate collection of patient balances for new and existing accounts; manage payment plans and recurring payments in order to produce desirable collection results for the branch.
- Contribute, both individually and as a team, to the achievement of operational, financial, and cultural performance goals for assigned branch location(s); be an advocate of management and a positive presence in the branch.
- Maintain current knowledge of and ensure compliance with company policies and procedures; stay current in medical billing practices, eligibility and insurance requirements, documentation requirements, and billing reimbursement.
- Develop and maintain working knowledge of products and services offered by the company, relevant governmental or regulatory requirements, and accreditation requirements.
- Maintain a high level of service satisfaction with patients and referral sources; maintain strong working relationships with branch staff and other employees.
- Ensure physical control and proper care of company assets, account for movement of physical assets within the software in a timely fashion.
- Maintain professional, polite, and respectful interactions with employees, patients/customers, referrals sources, vendors; maintain professional appearance with clothing, grooming, and personal hygiene.
- Responsible for performing other duties as assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
