Customer Care Representative

About the role

We are looking for a Customer Care Representative to join our team and contribute to the goals of Shields Health by providing exceptional customer service with professionalism, efficiency and accuracy. The Customer Care Representative will perform the necessary tasks to successfully maximize the collection of revenue. This position is fully remote, but requires in-person training in Brockton, MA.

Responsibilities

• Appointment scheduling, rescheduling and canceling in a professional manner.
• Screen patients over the telephone for contradictions to MRI.
• Accurately document responses in RIS system.
• Create necessary follow up if needed.
• Acquire the necessary information to submit a claim for payment and receive reimbursement.
• Renal screen all patients receiving contrast, contraindications require need for recent labs prior to exam.
• Acquire the necessary films and lab reports prior to patient scan date.
• Responsible for ensuring that all written orders received via the fax router are exact, when compared to the SHCG patient file (i.e. patient information, scan type and clinical indications).
• Responsible for processing, cataloging and filing all fax router files received.
• Maintain and respect confidentiality for all customer groups.
• Respond appropriately to scheduling emergency patient situations.
• Answer patient and doctor concerns with accuracy, efficiency and in a professional manner.
• Keep management informed of situations and conditions with potential impact on the company, particular department(s) or customer group.
• Remain current on any changes in policies or procedures that modify daily work functions.
• Responsible for instructions, processing and documentation of written orders.
• Performs other related duties as required.

Requirements

• Excellent communication skills and computer proficiency required
• Attention to detail and typing accuracy required
• Ability to follow instructions with minimal supervision
• One year medical billing and/or office experience is desirable
• Proven ability to multi task and exceed customer expectations is required
• Ability to sit for extended periods of time while simultaneously performing data entry and information intake via phone. Can be met with or without reasonable accommodation.
• High School Diploma required

Qualifications

• Medical office or healthcare administration courses preferred
• Knowledge of anatomy, medical terminology and insurance requirements is preferred.

Pay

The range for this position is $18-$27/hr + benefits. Individual pay is based on skills, experience, and other relevant factors.

Schedule

Friday-Monday 7:30am-6:00pm