SERVICE EXCELLENCE REPRESENTATIVE

Precision Monitoring LLC•Burleson, TX

4d•$19 - $25•Onsite

About The Position

The Service Excellence Representative plays a key role in the revenue cycle by serving as the first point of contact for patients regarding billing inquiries, insurance verification, and out-of-pocket cost estimates. This position requires strong communication skills, attention to detail, and a working knowledge of healthcare billing processes to ensure accurate, timely, and compassionate service that supports both patient satisfaction and financial performance.

Requirements

High school diploma or equivalent required
Minimum of 3 years of experience in billing, patient access or high-volume call center with demonstrated success.
Current experience navigating practice management software.
Strong organizational, critical thinking, and problem-solving skills.
Experience in Microsoft Office (Excel).
Skilled in customer service and understanding our organization.
Comfortable working with KPIs and performance-based metrics.
Ability to accept and apply constructive feedback with professionalism.
Working with a sense of urgency
Communicate with compassion and knowledge to our outward-facing customers and escalate as appropriate when unable to resolve.

Responsibilities

Respond to inbound and outbound patient calls regarding billing, insurance, and out-of-pocket cost estimates in a professional and empathetic manner.
Log call details accurately and provide estimate breakdowns to patients and answer any questions regarding benefit questions in our system.
Respond to requests for clarification from other departments.
Maintain strict adherence to HIPAA and other privacy regulations, safeguarding patient information during all communications.
Demonstrate consistency in applying workflow steps, helping maintain quality assurance and operational integrity.
Meet individual and team performance metrics, including call volume, average handle time, and documentation accuracy.
Promote a supportive and optimistic team environment by engaging respectfully with colleagues and contributing to a culture of encouragement.
Review billing charge codes and associated diagnoses to ensure alignment with payor requirements, supporting accurate cost estimates and claim processing.
Effectively manage inbound and outbound calls to assist patients with billing, insurance, and financial inquiries, ensuring a high level of service and professionalism.
Provide and update patient or insurance information in the system to support correct billing and estimate generation.
Follow standardized workflows and scripts to maintain consistency, compliance, and operational efficiency across all interactions.
Document all patient interactions in real time, ensuring completeness and accuracy to support continuity of care and revenue cycle processes.
Meet or exceed performance metrics, including call volume, average handle time (AHT), documentation accuracy, and first-call resolution.
Demonstrate a positive attitude, strong work ethic, and commitment to quality, setting an example for peers.
Communicate clearly and empathetically to help patients understand their financial responsibilities, including charges, statements, and payment options.
Participate in ongoing training and development activities to stay current with system updates, payor guidelines, and departmental policies.
Perform other duties as assigned to support department objectives.