Customer Service Representative - Billing II

About the role

Average of 50 to 70 callers per day, providing guidance, support, and resolution for escalated issues.

Responsibilities

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
• Makes moderate complexity, inbound and outbound, health related customer calls following set scripts, procedures.
• Maintains complete customer/patient confidentiality for all health, personal and other customer information.
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
• Effectively responds to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.

Qualifications

• 2 or more years related customer service excellence experience in healthcare-related field.
• Experience delivering complex customer service excellence and achieving productivity/accuracy/quality standards.
• Ability to work any eight-hour shift between Monday-Friday, from 8:30am – 8:00pm ET.
• Specific shift will be assigned after training ends.
• After successful completion of training, based on business need, one of the following shifts will be assigned:
• 8:30am – 5:00pm ET
• 9:30am – 6:00pm ET
• 10:30am – 7:00pm ET
• 11:30am – 8:00pm ET

Requirements

• Knowledge of billing/finance and eligibility processes, practices, and concepts.
• Consistent exceptional customer service, accuracy and quality focus required.
• Ability to work any eight-hour shift between Monday-Friday, from 8:30am – 8:00pm ET.
• Specific shift will be assigned after training ends.
• After successful completion of training, based on business need, one of the following shifts will be assigned:
• 8:30am – 5:00pm ET
• 9:30am – 6:00pm ET
• 10:30am – 7:00pm ET
• 11:30am – 8:00pm ET

Skills

• Good performance & productivity, good attendance, good conduct, good teamwork.
• Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.
• Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
• Continuous Improvement Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

Benefits

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours.
• Best-in-class well-being programs.
• Annual, no-cost health assessment program.
• Blueprint for Wellness® healthyMINDS mental health program.
• Vacation and Health/Flex Time.
• 6 Holidays plus 1 "MyDay" off.
• FinFit financial coaching and services.
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
• Employee stock purchase plan.
• Life and disability insurance, plus buy-up option.
• Flexible Spending Accounts.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities.

Pay and Schedule

• Full-time, Monday - Friday work schedule with a daily 9-hour shift, including breaks and lunch.
• Shift is as follows: Virtual Instructor-Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM On-the-Job-Training (OJT) Training (approximately 90 days): 9:00 AM – 5:30 PM Deployment to full-time position: the nationwide call center is open from 8:30 AM – 8:00 PM.
• After successful completion of training, based on business need, one of the following shifts will be assigned to you:
• 8:30am – 5:00pm ET
• 9:30am – 6:00pm ET
• 10:30am – 7:00pm ET
• 11:30am – 8:00pm ET

Benefits Information

• We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives.
• Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours.
• Best-in-class well-being programs.
• Annual, no-cost health assessment program.
• Blueprint for Wellness® healthyMINDS mental health program.
• Vacation and Health/Flex Time.
• 6 Holidays plus 1 "MyDay" off.
• FinFit financial coaching and services.
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
• Employee stock purchase plan.
• Life and disability insurance, plus buy-up option.
• Flexible Spending Accounts.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities.