Healthcare Customer Service Representative (GA)
About The Position
RevCycle is growing and seeking to hire new team members. With over 30 years in business, the company focuses on employee development and helping them reach their full potential. This role can be performed remotely or from the Marshfield, WI office, with opportunities to start in the August training class. The Position Summary details the role of a Customer Service Representative who delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. They handle customer inquiries through inbound and outbound calls, as well as written communication. This position exists to effectively manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. Customer Service Representatives will work in a company office or home office environment. They will operate with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). This role is expected to follow 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 judgement 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 committed 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 with a status that may be aging but has not been sent for collections
- Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes)
- Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines
- Manages both common and challenging objections and concerns from consumers
- Discusses and helps consumer think through payment resources and makes necessary referrals to the client
- Uses required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call
- Maintains working understanding of account requirements, leveraging related documentation and resources as needed
- Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance
- Skillfully works within both internal and client systems
- Adheres to company Core Values and Strategic Anchors
- May learn and perform other duties and responsibilities as assigned based on business needs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
