Customer Service Professional- Inbound
EMS Management & Consultants, Inc. · Clemmons, NC · 1 mo ago
RemoteRemoteOTHR$17/hrFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications? Actually they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to include only sections with real content.
We have description: Who is EMS|MC (company overview) – maybe not needed as heading? Could be part of About the role? Actually "About The Role" heading present in posting. We'll include that.
Responsibilities: many bullet points under "As a Customer Service Professional-Inbound with EMS|MC, you will:" list. We'll put those as
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to include only sections with real content.
We have description: Who is EMS|MC (company overview) – maybe not needed as heading? Could be part of About the role? Actually "About The Role" heading present in posting. We'll include that.
Responsibilities: many bullet points under "As a Customer Service Professional-Inbound with EMS|MC, you will:" list. We'll put those as - .
Requirements: bullet list under "You will be successful in this role if you:" list.
Key Skills: "Key Skills We Hope You Have" list.
Quality & Productivity Requirements: bullet list under that heading.
Working Environment/Physical Requirements: bullet list.
Why EMS|MC: benefits list.
Pay: "Pay rate: $17.00 an hour with an additional $1.00 an hour shift differential. Final compensation based on the candidate’s qualifications, experience, and business needs. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, paid time off and other benefits provided in accordance with applicable law."
Schedule: "Job Type: Full-time: Monday-Friday, 1:30pm -10:00 pm Eastern time". Also location remote.
We need to avoid repeating job title as heading. Also no Job ID etc.
We must remove boilerplate: EEO, accommodation, etc. Also remove application instructions (Visit https...). Also remove "Employees must be able to perform the essential functions..." etc. Also remove "The responsibilities and duties outlined..." etc. Also remove "If you require an accommodation..." etc. Also remove "Applicants must be authorized to work..." etc.
We need to preserve all substantive information.
Let's extract content.
Company overview: "Who is EMS|MC EMS|MC offers full-service revenue cycle management solutions and is the largest billing services provider focused exclusively on emergency medical services in the U.S. We offer services from software to hardware to billing services and everything in between. For over 25 years, our high-quality service, results and customer-centric approach have set the standard in professional EMS billing. We have an emphasis on patient satisfaction and our client customization enables us to fulfill our mission of providing value-added, innovative financial services that enhance the delivery of a cost-effective EMS system. With this level of specialization, we have built a team of dedicated, industry-leading experts with unprecedented experience to maximize our clients EMS revenue."
We could put this under a heading maybe "About the company"? Not in list but we could include as a paragraph before sections. The instruction: Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings? It says use for section headings (e.g. About the role, Responsibilities...). Likely they expect only those headings. But we could include a brief intro paragraph without heading. That's okay.
Now sections:
About the role: The paragraph after "About The Role Answer & conduct phone calls..." Actually the heading "About The Role" then a sentence: "Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures". Then bullet list.
We'll put that as About the role
then
Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures
then with list items.
Responsibilities: Could be same as above? Actually the bullet list is responsibilities. Could combine under About the role. But we might separate: About the role (short intro) and Responsibilities (list). However they said prefer few substantive sections over many thin ones. Could combine About the role and Responsibilities into one section with heading About the role and include both paragraph and list. That seems fine.
Requirements: We have "Quality & Productivity Requirements" and "Requirements You will be successful in this role if you:" and "Key Skills We Hope You Have". Also "Working Environment/Physical Requirements". Could group into Requirements section with sublists? But they want headings like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could map:
- Requirements: includes the bullet list under "You will be successful in this role if you:" (the qualifications/skills). Also maybe "Quality & Productivity Requirements" could be under Requirements as well.
- Qualifications: maybe the education/experience: High School Diploma, understanding of Medicare etc. But that's already in the Requirements list. Could treat Qualifications as same as Requirements? Might be redundant.
- Skills: "Key Skills We Hope You Have" list.
- Benefits: "Why EMS|MC:" list.
- Pay: pay rate info.
- Schedule: job type and hours.
We need to avoid empty sections. Let's decide to include sections: About the role (with responsibilities), Requirements (including quality & productivity and success criteria), Skills, Benefits, Pay, Schedule.
We'll not include Qualifications separate.
Now extract each list.
First, About the role paragraph: "Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures"
Now responsibilities bullet list (from "As a Customer Service Professional-Inbound with EMS|MC, you will:"):
- 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
Now Quality & Productivity Requirements bullet list:
- Maintain required turnaround time as dictated by process or client
- Maintain Customer Service call audit and HIPAA scores of 98%
Now Requirements success criteria bullet list (You will be successful in this role if you:):
- 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
Now Key Skills We Hope You Have bullet list:
- 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
Now Working Environment/Physical Requirements bullet list (maybe could be part of Requirements or separate but we can include under Requirements as well). But we might not need separate section; we could include under Requirements as a bullet list. However they said prefer few substantive sections. Could combine all requirement-like bullets under Requirements heading. That would be a long list but okay.
But we also have Benefits list:
Why EMS|MC:
- Flexible Scheduling
- Career development plans
- Weekly wellness seminars
- Comprehensive benefit package
- Remote opportunities
- All equipment provided
Now Pay: "Pay rate: $17.00 an hour with an additional $1.00 an hour shift differential. Final compensation based on the candidate’s qualifications, experience, and business needs. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, paid time off and other benefits provided in accordance with applicable law."
Now Schedule: "Job Type: Full-time: Monday-Friday, 1:30pm -10:00 pm Eastern time". Also location remote: "Location: Remote". Could include in Schedule section or separate? We'll put location in Schedule maybe as note.
Now we need to output HTML fragment only.
Let's craft:
About the role
Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures
- 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
Now Requirements section: include quality & productivity, success criteria, working environment.
We'll make a single Requirements
and then maybe subheadings? But they said use for section headings only. Could we use
for subheadings? Probably not needed; we can just list all bullets under one
. But that would mix different categories; still okay.
Let's compile bullets:
Quality & Productivity:
- Maintain required turnaround time as dictated by process or client
- Maintain Customer Service call audit and HIPAA scores of 98%
Success criteria:
- High School Diploma
- Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA
- Strong, effective, and professional written and
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings? It says use for section headings (e.g. About the role, Responsibilities...). Likely they expect only those headings. But we could include a brief intro paragraph without heading. That's okay.
Now sections:
About the role: The paragraph after "About The Role Answer & conduct phone calls..." Actually the heading "About The Role" then a sentence: "Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures". Then bullet list.
We'll put that as About the role
then
About the role
thenAnswer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures
then- with list items.
Responsibilities: Could be same as above? Actually the bullet list is responsibilities. Could combine under About the role. But we might separate: About the role (short intro) and Responsibilities (list). However they said prefer few substantive sections over many thin ones. Could combine About the role and Responsibilities into one section with heading About the role and include both paragraph and list. That seems fine.
Requirements: We have "Quality & Productivity Requirements" and "Requirements You will be successful in this role if you:" and "Key Skills We Hope You Have". Also "Working Environment/Physical Requirements". Could group into Requirements section with sublists? But they want headings like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could map:
- Requirements: includes the bullet list under "You will be successful in this role if you:" (the qualifications/skills). Also maybe "Quality & Productivity Requirements" could be under Requirements as well.
- Qualifications: maybe the education/experience: High School Diploma, understanding of Medicare etc. But that's already in the Requirements list. Could treat Qualifications as same as Requirements? Might be redundant.
- Skills: "Key Skills We Hope You Have" list.
- Benefits: "Why EMS|MC:" list.
- Pay: pay rate info.
- Schedule: job type and hours.
We need to avoid empty sections. Let's decide to include sections: About the role (with responsibilities), Requirements (including quality & productivity and success criteria), Skills, Benefits, Pay, Schedule.
We'll not include Qualifications separate.
Now extract each list.
First, About the role paragraph: "Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures"
Now responsibilities bullet list (from "As a Customer Service Professional-Inbound with EMS|MC, you will:"):
- 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
Now Quality & Productivity Requirements bullet list:
- Maintain required turnaround time as dictated by process or client
- Maintain Customer Service call audit and HIPAA scores of 98%
Now Requirements success criteria bullet list (You will be successful in this role if you:):
- 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
Now Key Skills We Hope You Have bullet list:
- 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
Now Working Environment/Physical Requirements bullet list (maybe could be part of Requirements or separate but we can include under Requirements as well). But we might not need separate section; we could include under Requirements as a bullet list. However they said prefer few substantive sections. Could combine all requirement-like bullets under Requirements heading. That would be a long list but okay.
But we also have Benefits list:
Why EMS|MC:
- Flexible Scheduling
- Career development plans
- Weekly wellness seminars
- Comprehensive benefit package
- Remote opportunities
- All equipment provided
Now Pay: "Pay rate: $17.00 an hour with an additional $1.00 an hour shift differential. Final compensation based on the candidate’s qualifications, experience, and business needs. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, paid time off and other benefits provided in accordance with applicable law."
Now Schedule: "Job Type: Full-time: Monday-Friday, 1:30pm -10:00 pm Eastern time". Also location remote: "Location: Remote". Could include in Schedule section or separate? We'll put location in Schedule maybe as note.
Now we need to output HTML fragment only.
Let's craft:
- 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
About the role
Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures
Requirements
and then maybe subheadings? But they said usefor section headings only. Could we use
for subheadings? Probably not needed; we can just list all bullets under one
- . But that would mix different categories; still okay.
Let's compile bullets:
Quality & Productivity:
- Maintain required turnaround time as dictated by process or client
- Maintain Customer Service call audit and HIPAA scores of 98%
Success criteria:
- High School Diploma
- Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA
- Strong, effective, and professional written and