Title: Customer Service Professional- Inbound
About the role:
- Answer phone calls quickly and in a pleasant, professional manner
- Identify each caller's needs and determine the next appropriate action, which may include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and/or notifying
- Utilize all resources provided: Job aids, SOP's. Question Queue, Client Specs
- Notify supervisors/management of complaints that cannot be resolved on the first call
- Address each caller's needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner
- Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner. Documentation must be understandable if read later and/or by another employee
- Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor or member of management
- Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call
- Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations
- Consistently support and demonstrate the company mission and values
- File insurance from information provided by patient on the EMSMC website in an accurate and timely manner
- Mentoring of new hires
- Perform other necessary tasks as assigned by supervisor
- Assist with special projects as assigned
Quality & Productivity Requirements
- Maintain required turnaround time as dictated by process or client
- Maintain Customer Service call audit and HIPAA scores of 98%
Requirements
- High School Diploma
- Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA
- Strong, effective, and professional written and verbal communication skills. Must be able to apply these skills with individuals from diverse backgrounds both internal & external to the company.
- Ability to collaborate effectively with multi-departmental and diverse teams to achieve results. This includes the application of an appropriate balance of assertiveness and professionalism to drive processes to completion.
- Strong, accurate typing and data entry skills
- Ability to learn, understand, and work within specific client requirements
- Highly organized with ability to be proactive, manage time, and prioritize work with little supervision
- Ability to function well within a cross-functional team setting and independently
- Willing and able to adapt to changes in work environment, procedures, priorities, schedule, and job duties
- Detail-oriented
Key skills we hope you have:
- Previous medical billing and/or accounts receivable experience
- HIPAA certification
- Strong MS Office skills with the ability to manipulate data and create formulas in Excel
Working Environment/Physical Requirements
- General office environment
- Frequent telephone use
- Frequent typing
- Sitting for long periods of time, some standing
- Use of basic office equipment such as computer, fax, printer, copier
Why EMS|MC:
- Flexible Scheduling
- Career development plans
- Weekly wellness seminars
- Comprehensive benefit package
- Remote opportunities
- All equipment provided
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