Customer Service Representative

Responsibilities

• Provide a variety of patient and insurance services through mail, telephone, e-mail and personal contact in response to patient account inquiries.
• Maintain an active role in fixing patient accounts in the billing system and reviewing reports to assist in quality control of patient accounts, specifically patient balances.
• Answer, forward and log incoming calls in the manner specified by the Central Business Office (CBO) Manager or Supervisor.
• Comprehend insurance and patient responsibilities in relation to account balances and billing.
• Resolve patient, physical therapy center, and internal account inquiries, both verbal and written.
• Forward inquiries to the Lead and members of the Accounts Receivable team or appropriate supervisors if unable to resolve the inquiry.
• Take patient payments and apply them to the account correctly.
• Process and forward incoming mail according to department protocols.
• Document the billing system concerning all verbal and written communication relative to the specific patient accounts.
• Aid and support other departments and appropriate staff members as needed to resolve patients' account inquiries.
• Provide feedback to the appropriate CBO staff when informed of changes in payers, plans, contracts, addresses, or other vital account billing information.
• Follow all HIPAA requirements as defined by the Compliance Department.
• When not taking inbound calls, work on other duties as assigned.

Requirements

• High school diploma or GED required.
• Minimum one year of Customer Service Experience in Hospitality, retail, or banking.
• Must have computer proficiency and experience in Windows-based technologies.
• Phone or call center experience is preferred.

Qualifications

• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.
• Medical Background (Insurance, Front Desk, Etc.) is preferred.
• Excellent problem-solving skills and the ability to do so independently.
• Good interpersonal, oral, and written communication skills.