Healthcare Customer Service Representative (KS)

Healthcare Business Services Inc. • Wichita, KS

4d • Hybrid

About The Position

RevCycle is growing and seeking to add new team members. With over 30 years in business, RevCycle focuses on developing its employees and helping them reach their full potential. This position offers opportunities to work remotely or from the Marshfield, WI office, with training classes starting in August.

The Customer Service Representative delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. This role handles customer inquiries through inbound and outbound calls, as well as written communication. The primary function of this position is to effectively manage inquiries and concerns related to billing and insurance, with the goal of offering payment options and facilitating payment processing. Customer Service Representatives will operate in a company office or home office environment, working with minimal management guidance to exceed Key Performance Indicators (KPIs) such as call volume, successful payment resolution, and call quality. This role is expected to adhere to company and client policies, procedures, and applicable laws.

Requirements

• Prior work experience in a call center and healthcare customer service setting is preferred.
• Familiarity with Artiva and Cerner Soarian application is preferred. EPIC is a plus.
• Working knowledge of medical billing and coding is preferred.
• Prior work experience in a medical office and/or general understanding of health insurance is preferred.
• Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools.
• Able to navigate multiple computer applications and databases.
• Moderate to advanced computer keyboard typing and navigation skill.
• Able to communicate on the phone and navigate multiple computer systems simultaneously.
• Able to overcome patient objections and obstacles to negotiate payment successfully.
• Reliable and responsible. Arrives on time and uses time productively and efficiently.
• Manages self effectively in a work from home environment, remaining focused on work and delivering required outcomes.
• Possesses and demonstrates professional judgment and operates with client business acumen.
• Understands sensitive personal information (SPI) and sensitive consumer information (i.e., Protected Health Information (PHI)) and maintains confidentiality of this information.
• Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages.
• Self-motivation and commitment to career success.
• High School Diploma or equivalent (i.e., GED) required.
• Prior supervisory experience is welcome in this growing company.

Nice To Haves

• Familiarity with Artiva and Cerner Soarian application is preferred.
• EPIC is a plus.
• Working knowledge of medical billing and coding is preferred.
• Prior work experience in a medical office and/or general understanding of health insurance is preferred.
• Prior supervisory experience is welcome in this growing company.

Responsibilities

• Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues.
• Make outbound calls and take inbound calls from patients to resolve balances on accounts that may be aging but have not yet been sent for collections.
• Answer complex billing and insurance questions, including deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes.
• Review financial information and recommend payment options and/or assistance programs in accordance with client guidelines.
• Manage both common and challenging objections and concerns from consumers.
• Discuss and help consumers explore payment resources and make necessary referrals to the client.
• Utilize required scripts/verbatims and skillfully navigate guidelines to maximize potential recovery on each call.
• Maintain a working understanding of account requirements, leveraging related documentation and resources as needed.
• Independently and efficiently perform account documentation, including notes and codes, with minimal errors and requiring minimal assistance.
• Skillfully work within both internal and client systems.
• Adhere to company Core Values and Strategic Anchors.
• May learn and perform other duties and responsibilities as assigned based on business needs.

What This Job Offers

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