Customer Service Representative

Thedacare • Neenah, WI

20d

About The Position

The Customer Service Representative performs first level customer service through an inbound call center. Manages a high volume of inbound phone calls and resolves customer requests in a timely, accurate, and consistent manner. Demonstrates financial stewardship by addressing patient balances when inbound calls present to ensure timely processing of payments, payment plans, and financial assistance.

Requirements

• High school diploma or GED
• Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of twenty-five (25) pounds without assistance
• Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties
• Use of computers throughout the work day
• Frequent use of keyboard with repetitive motion of hands, wrists, and fingers
• Normally works in climate controlled office environment
• Frequent sitting with movement throughout office space

Responsibilities

• Answers phone calls that present to the inbound call center by completing a full assessment of the account including reviewing documentation, insurance coverage, charges, chart, and payments to provide customer with accurate information and perform necessary next steps to deliver first pass resolution.
• Meets quality and productivity expectations as defined in the operating procedure.
• Adds or updates insurance coverages to maximize insurance benefits.
• Collects patient balances by educating patient of their financial responsibilities, processing payments, and negotiating payment plans to ensure timely collection of patient balances.
• Educates customer of alternative payment sources such as financial assistance when patient demonstrates a hardship. Completes pre-screen when applicable to determine if a financial assistance application should be completed by the customer.
• Screens and documents interactions with customer according to established standards.
• Collaborates with internal and external partners such as collection agencies and insurance enrollment partners to ensure accurate patient billing.
• Demonstrates working knowledge of CPT/HCPCS codes, all facets of insurance claim filing requirements, regulations, and assigned departmental operating procedures ensuring consistency for customers.
• Enhances skill set and professional growth through participation in educational programs, current literature, in-service workshops, and meetings.

Benefits

• Lifestyle Engagement
• e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support
• Access & Affordability
• e.g. minimal or zero copays, team member cost sharing premiums, daycare

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees