Customer Service Representative - Billing II (Bilingual - English/Spanish)

About the role

A full-time, Monday - Friday work schedule with a daily 9-hour shift, including breaks and lunch. This position is full-time (40 hours/week) Monday – Friday. The 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.

Responsibilities

• Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns.
• Evaluate and respond to all aspects of billing inquiries, including but not limited to billing insurances, and updating invoices.
• Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution.
• Maintain tracking log of all patient contacts.
• Maintain all compliance and HIPAA regulations at all times.

Qualifications

• High School Diploma / GED (or higher)
• Bi-lingual, English and Spanish.
• 2+ years of experience working in a call center handling a high volume of inbound calls.
• 2+ years of experience in a medical office or health care setting analyzing and resolving customer health care concerns.
• Knowledge of healthcare claims billing/finance and eligibility processes, practices, and concepts.
• Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon.
• Demonstrated ability using computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• Ability to work any nine-hour shift, including breaks and lunches, between Monday-Friday, from 8:30 AM – 8:00 PM ET.
• Ability to commit to full-time attendance during the 90-day training period (9:00 AM-5:30 PM ET), with no absences.
• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner.
• Proficient conflict management skills including the ability to resolve stressful situations.
• Must be 18 years or older.

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
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities