Customer Service Representative

UHS•King of Prussia, PA

12h•Onsite

About The Position

This role requires a 3 month training period in office and must be within commuting distance to the King of Prussia, PA headquarters. Independence Physician Management (IPM), a subsidiary of UHS, was formed in 2012 as the physician services unit of UHS. IPM develops and manages multi-specialty physician networks and urgent care clinics which align with UHS acute care facilities. It also provides select services for the Behavioral Health division of UHS. Through continuing growth, IPM operates in 11 markets across six states and the District of Columbia. Our leadership team, practitioners, and teams of healthcare professionals are collectively dedicated to improving the health and wellness of people in the communities we serve. The Customer Service Representative is responsible for providing excellent customer service to IPM guarantors who have questions or complaints regarding their IPM statement or other related aspects of the professional billing experience. This position handles in-bound telephone call volumes to meet or exceed the average number of calls per month. Meets or exceeds established performance targets (productivity and quality) established by the Customer Service and Patient Collections Manager.

Requirements

High School Graduate/GED required.
Experience (3-5 years minimum) working in healthcare (professional) billing, health insurance, or equivalent operations work environment.

Nice To Haves

Technical School/2 Years College/Associates Degree preferred.

Responsibilities

Efficiently handles in-bound calls made by guarantors, with questions or complaints regarding their physician billing statement, in a customer-oriented and professional manner.
Meets or exceeds established performance targets (productivity and quality) established by the Collections Manager.
Reviews account history to understand the full impact of the questions/complaints, and ensures that all past account history is appropriately updated.
Follows Company policy regarding how calls are to be answered (i.e., call scripts) and documents in Practice Management System so that a consistent level of service is provided to all guarantors.
Triages calls in an efficient manner by monitoring overall talk time while also recognizing the need to provide quality customer service.
Works with other individuals internally to obtain information needed to service the guarantor.
Identifies root causes of customer barriers and/or complaints and works internally to communicate those findings to the appropriate staff.
Follows up as needed to ensure that optimal customer service is provided until the question/complaint has been resolved.
Participates in regularly scheduled team meetings offering new paths, procedures, and approaches to maximize opportunities for performance, process, and customer service improvement.