Customer Service Representative - Remote

Job Title: Customer Service Representative

Job Location: Remote

Job Type: Contract – 12 Months

Start Date: Mid/End of January 2024

Pay Rate: $16.50

The Customer Service Representative will work as part of a team of professionals that use analytical and relationship-building skills to process a high level of inbound patient billing inquiries. When responding to inquiries Customer Service Representative's use professional manner and process knowledge to identify solutions to help resolve patient accounts. This position is supported by strong training and leadership and continuously strives to become a subject matter expert.

Responsibilities:

• Answer promptly to inbound calls from patients/insurance companies regarding billing questions.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues.
• Gathers and enters patient information into hospital host system
• Escalate high complexity billing issues for resolution to a senior associate or supervisor.
• Negotiate payments and payment plans with patients.
• Place outbound phone calls to initiate arrangements for patients to pay their medical/hospital bills
• Utilizes all chat, email and phone-based resources to solve complex issues for patients/callers.

Required Qualifications:

• High School diploma or equivalent is required.

• MUST have Medical Billing or HIPPA experience

• Excellent Customer Service skills exhibiting patience, concern, compassion, good oral and written communication skills.
• Moderate computer skills (internet, email, MS Office 365) – Ability to maneuver in a fast pace environment multi-task using multiple monitors and multiple tools at once. eSkill's testing to be completed.

• Prior remote/virtual call center experience. Having worked in a virtual call center, candidates who understand what it is like working virtually with less face-to-face engagement.
• Call Center/Contact Center experience – Having worked in a call center, candidates who understand what it's like to be connected to a headset and have cadence of their day dictated by callers.
• Medical or insurance background or experience. Being somewhat familiar with insurance concepts and/or medical terminology.
• At least one year of collections experience.
• Customer Service experience –Consistent demonstrated success in a Customer Service-oriented position shows commitment to be a nice person and satisfying customer's needs.
• High Speed Internet – Proof must be provided. Minimal / Recommended Requirement:
• Minimal 35 Mbps Download/10 Mbps Upload Speed
• Recommended 75 Mbps Download/15 Mbps Upload Speed
• Must be hardwired via Ethernet cable – Wi-Fi is not allowed
• Must be able to attend 2 weeks of training – Any time off during training will be consider as job abandonment
• Training is M-F 9:00AM EST to 4:00PM EST - 2 weeks virtual classroom training

Physical Requirements:

• See, read, and/or operate computers, telephones, office equipment, documents, labels, including manipulating paper requiring the ability to move fingers and hands.
• Remain sitting, standing, or walking for long periods of time to perform work on a computer, telephone, or other equipment.
• Frequent interactions with associates, patient care providers, patients, and visitors that require associate to verbally communicate as well as hear and understand spoken information, alarms, needs, and issues quickly and accurately, particularly during emergency situations.
• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use and typing for documenting patient care, accessing needed information banding patients, etc.
• Need to walk and assist with transporting/ambulating patients and obtaining and distributing supplies and equipment. This includes pushing/pulling gurneys and portable equipment, including heavy items (over 50 lbs.).