Customer Services Representative

Nemours Children's Health • Jacksonville, FL

14d • 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 regarding provider and hospital-related questions. The representative will be responsible for resolving guarantor and/or insurance company questions and issues in accordance with established guidelines and procedures, while providing excellent customer service to ensure each contact is a satisfying experience for the caller.

Requirements

• High School Diploma
• 1-3 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.
• Escalate issues as appropriate if resolution is not possible by the Customer Service Representative.
• 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