Customer Service Representative

VieMed Careers•Russellville, AL

4d•Onsite

About The Position

The Customer Service Representative ensures that all orders are processed accurately and timely, handling inbound and outbound calls professionally, monitoring and processing faxes, coordinating branch transactions, and facilitating the collection of patient balances. This role also involves contributing to the achievement of operational and financial goals, maintaining knowledge of company policies and industry practices, and ensuring high levels of service satisfaction with patients and referral sources. The representative is responsible for the physical control and proper care of company assets and maintaining professional interactions and appearance. This position may require on-call rotations.

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.