Customer Services Representative

Nemours Children's Health • Jacksonville, FL

5d • Onsite

About The Position

Nemours is seeking a Customer Service Rep in Jacksonville, FL. This role involves answering incoming calls from guarantors and insurance companies for provider and hospital related questions. The representative will be responsible for the resolution of guarantor and/or insurance company questions and issues in accordance with established guidelines and procedures, while providing excellent customer service at all times ensuring each contact is a uniquely satisfying experience for the caller.

Requirements

• High School Diploma
• More than 1 year and up to 3 years experience

Nice To Haves

• Thorough knowledge of insurance payors (Commercial, Government, HMO/PPO and Indemnity) preferred

Responsibilities

• Answer incoming calls from guarantors and insurance companies in a high pressure call center
• Research and resolve issues for guarantors, insurance companies and our internal customers.
• Perform necessary account maintenance functions, verify demographics, update guarantor information and fulfill the customer or insurance companies requests.
• Verify and process insurance coverage information, perform insurance adjustments and/or change the insurance filing order as needed.
• Review and analyze balances (credit or debit) to determine if the guarantor or insurance owes additional money or if a refund is due.
• Establish payment plans, set-up recurring payments and transfer guarantor funds as needed to clear any outstanding guarantor balances. Troubleshoot issues with the online payment portal for guarantors.
• If resolution is not possible by the Customer Service Representative, the issue will be escalated as appropriate.
• Perform annual required system upgrade and computer based training

What This Job Offers

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