Healthcare Customer Service Representative (Remote)
for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to include sections only if posting has real specific content. The posting includes description, position summary, essential duties and responsibilities, requirements, work environment, career path note, disclaimer (but disclaimer is boilerplate, remove). No explicit Benefits, Pay, Schedule mentioned. So we should not include those sections.
We need to preserve all substantive info, remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. There's no explicit application instructions. Disclaimer is boilerplate; remove.
We need to format: maybe sections: About the role (description), Responsibilities (Essential Duties And Responsibilities), Requirements (Required Knowledge, Skills and Abilities), Qualifications? Might combine Requirements and Qualifications? The posting has "Requirements Required Knowledge, Skills and Abilities:" and also "High School Diploma or equivalent required". Also "Prior supervisory experience is welcome". Could treat as Requirements. Qualifications maybe not separate. Could also have Skills section? But we can combine.
We need to use - for any list of duties/requirements/benefits. So we need to turn duties into list items. Requirements also list.
We need to use
for prose.
We must not repeat job title as heading. No Job ID.
We need to output only HTML fragment.
Let's extract content:
Description: "RevCycle is growing, and we’re excited to welcome new team members! With over 30 years in business, we focus on developing our employees and helping them reach their full potential. Work remotely or from our Marshfield, WI office, with opportunities to start in our October 26th training class."
Position Summary: "EPIC experience is preferred but not required. Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. Handles customer inquiries through inbound and outbound calls as well as written communication. This position exists to effectively manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. Customer Service Representatives will work in a company office or home office environment. They will operate with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). This role is expected to follow company and client policies, procedures, and applicable laws."
Essential Duties And Responsibilities list:
- Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues
- Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections
- Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes)
- Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines
- Manages both common and challenging objections and concerns from consumers
- Discusses and helps consumer think through payment resources and makes necessary referrals to the client
- Uses required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call
- Maintains working understanding of account requirements, leveraging related documentation and resources as needed
- Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance
- Skillfully works within both internal and client systems
- Adheres to company Core Values and Strategic Anchors
- May learn and perform other duties and responsibilities as assigned based on business needs
Requirements Required Knowledge, Skills and Abilities: list:
- Prior work experience in a call center and healthcare customer service setting is preferred
- Familiarity with Artiva and Cerner Soarian application is preferred. EPIC is a plus.
- Working knowledge of medical billing and coding is preferred
- Prior work experience in a medical office and/or general understanding of health insurance is preferred
- Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools
- Able to navigate multiple computer applications and databases
- Moderate to advanced computer keyboard typing and navigation skill
- Able to communicate on the phone and navigate multiple computer systems simultaneously
- Able to overcome patient objections and obstacles to negotiate payment successfully
- Reliable and responsible. Arrives on time and uses time productively and efficiently
- Manages self effectively in a work from home environment, remaining focused on work and delivering required outcomes
- Possesses and demonstrates professional judgement and operates with client business acumen.
- Understands sensitive personal information (SPI) and sensitive consumer information (i.e., Protected Health Information (PHI)) and maintains confidentiality of this information
- Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages
- Self-motivation and committed to career success
- High School Diploma or equivalent (i.e., GED) required
- Prior supervisory experience is welcome in this growing company
Work Environment: "Employee works in a company office and/or home office and sits at a desk during regularly scheduled work hours. Employee will work with an online team utilizing screen monitoring and/or video conferencing. Employee answers and makes telephone calls using a computerized telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources. Employee may occasionally be required to stand or walk short distances along with bend or twist to access lower and higher desk drawers."
Career Path Note: "The Customer Service Representative is a fully trained production role in the organization. They are relied upon in all cases to meet and in most cases exceed stated KPIs, goals and objectives. Those who desire may find advancement as a team lead, or in a functional role. These opportunities have unique requirements which are detailed in the respective job descriptions. Employees are also encouraged to work with their department leadership, Human Resources and/or company leadership to discuss and work toward their career goals."
We can include sections: About the role (description + position summary?), Responsibilities, Requirements, Work Environment, Career Path (maybe as "Advancement Opportunities" but we should only include if specific content). The posting includes Career Path Note; we could put under a section "Career Development" or "Advancement". But the instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It doesn't list Career Path. But we can still include a section if we think it's substantive; but we should stick to allowed headings? It says "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. But we should prefer a few substantive sections over many thin ones. Could combine Career Path into Requirements or About the role? Might be better to have a section "Advancement" but not in list. Safer to include only those headings that have content: About the role, Responsibilities, Requirements. Work Environment maybe could be part of About the role? But we have specific content about work environment; we could include a section "Work Environment" but not in the examples. However instruction says use those headings for section headings (e.g...). It doesn't forbid other headings, but to be safe we could incorporate work environment into About the role or Requirements. But we have a lot of content; maybe better to have sections: About the role (includes description, position summary, work environment), Responsibilities, Requirements. That's three sections.
We must not include Benefits, Pay, Schedule as they are not present.
Now format:
About the role
RevCycle is growing, and we’re excited to welcome new team members! With over 30 years in business, we focus on developing our employees and helping them reach their full potential. Work remotely or from our Marshfield, WI office, with opportunities to start in our October 26th training class. EPIC experience is preferred but not required. Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. Handles customer inquiries through inbound and outbound calls as well as written communication. This position exists to effectively manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. Customer Service Representatives will work in a company office or home office environment. They will operate with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). This role is expected to follow company and client policies, procedures, and applicable laws. Employee works in a company office and/or home office and sits at a desk during regularly scheduled work hours. Employee will work with an online team utilizing screen monitoring and/or video conferencing. Employee answers and makes telephone calls using a computerized telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources. Employee may occasionally be required to stand or walk short distances along with bend or twist to access lower and higher desk drawers.
Responsibilities
- Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues
- Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections
- Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes)
- Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines
- Manages both common and challenging objections and concerns from consumers
- Discusses and helps consumer think through payment resources and makes necessary referrals to the client
- Uses required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call
- Maintains working understanding of account requirements, leveraging related documentation and resources as needed
- Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance
- Skillfully works within both internal and client systems
- Adheres to company Core Values and Strategic Anchors
- May learn and perform other duties and responsibilities as assigned based on business needs
Requirements
- Prior work experience in a call center and healthcare customer service setting is preferred
- Familiarity with Artiva and Cerner Soarian application is preferred. EPIC is a plus.
- Working knowledge of medical billing and coding is preferred
- Prior work experience in a medical office and/or general understanding of health insurance is preferred
- Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools
- Able to navigate multiple computer applications and databases
- Moderate to advanced computer keyboard typing and navigation skill
- Able to communicate on the phone and navigate multiple computer systems simultaneously
- Able to overcome patient objections and obstacles to negotiate payment successfully
- Reliable and responsible. Arrives on time and uses time productively and efficiently
- Manages self effectively in a work from home environment, remaining focused on work and delivering required outcomes
- Possesses and demonstrates professional judgement and operates with client business acumen.
- Understands sensitive personal information (SPI) and sensitive consumer information (i.e., Protected Health Information (PHI)) and maintains confidentiality of this information
- Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages
for prose. We must not repeat job title as heading. No Job ID. We need to output only HTML fragment. Let's extract content: Description: "RevCycle is growing, and we’re excited to welcome new team members! With over 30 years in business, we focus on developing our employees and helping them reach their full potential. Work remotely or from our Marshfield, WI office, with opportunities to start in our October 26th training class." Position Summary: "EPIC experience is preferred but not required. Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. Handles customer inquiries through inbound and outbound calls as well as written communication. This position exists to effectively manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. Customer Service Representatives will work in a company office or home office environment. They will operate with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). This role is expected to follow company and client policies, procedures, and applicable laws." Essential Duties And Responsibilities list: - Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues - Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections - Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes) - Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines - Manages both common and challenging objections and concerns from consumers - Discusses and helps consumer think through payment resources and makes necessary referrals to the client - Uses required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call - Maintains working understanding of account requirements, leveraging related documentation and resources as needed - Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance - Skillfully works within both internal and client systems - Adheres to company Core Values and Strategic Anchors - May learn and perform other duties and responsibilities as assigned based on business needs Requirements Required Knowledge, Skills and Abilities: list: - Prior work experience in a call center and healthcare customer service setting is preferred - Familiarity with Artiva and Cerner Soarian application is preferred. EPIC is a plus. - Working knowledge of medical billing and coding is preferred - Prior work experience in a medical office and/or general understanding of health insurance is preferred - Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools - Able to navigate multiple computer applications and databases - Moderate to advanced computer keyboard typing and navigation skill - Able to communicate on the phone and navigate multiple computer systems simultaneously - Able to overcome patient objections and obstacles to negotiate payment successfully - Reliable and responsible. Arrives on time and uses time productively and efficiently - Manages self effectively in a work from home environment, remaining focused on work and delivering required outcomes - Possesses and demonstrates professional judgement and operates with client business acumen. - Understands sensitive personal information (SPI) and sensitive consumer information (i.e., Protected Health Information (PHI)) and maintains confidentiality of this information - Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages - Self-motivation and committed to career success - High School Diploma or equivalent (i.e., GED) required - Prior supervisory experience is welcome in this growing company Work Environment: "Employee works in a company office and/or home office and sits at a desk during regularly scheduled work hours. Employee will work with an online team utilizing screen monitoring and/or video conferencing. Employee answers and makes telephone calls using a computerized telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources. Employee may occasionally be required to stand or walk short distances along with bend or twist to access lower and higher desk drawers." Career Path Note: "The Customer Service Representative is a fully trained production role in the organization. They are relied upon in all cases to meet and in most cases exceed stated KPIs, goals and objectives. Those who desire may find advancement as a team lead, or in a functional role. These opportunities have unique requirements which are detailed in the respective job descriptions. Employees are also encouraged to work with their department leadership, Human Resources and/or company leadership to discuss and work toward their career goals." We can include sections: About the role (description + position summary?), Responsibilities, Requirements, Work Environment, Career Path (maybe as "Advancement Opportunities" but we should only include if specific content). The posting includes Career Path Note; we could put under a section "Career Development" or "Advancement". But the instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It doesn't list Career Path. But we can still include a section if we think it's substantive; but we should stick to allowed headings? It says "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. But we should prefer a few substantive sections over many thin ones. Could combine Career Path into Requirements or About the role? Might be better to have a section "Advancement" but not in list. Safer to include only those headings that have content: About the role, Responsibilities, Requirements. Work Environment maybe could be part of About the role? But we have specific content about work environment; we could include a section "Work Environment" but not in the examples. However instruction says use those headings for section headings (e.g...). It doesn't forbid other headings, but to be safe we could incorporate work environment into About the role or Requirements. But we have a lot of content; maybe better to have sections: About the role (includes description, position summary, work environment), Responsibilities, Requirements. That's three sections.
We must not include Benefits, Pay, Schedule as they are not present.
Now format:
About the role
RevCycle is growing, and we’re excited to welcome new team members! With over 30 years in business, we focus on developing our employees and helping them reach their full potential. Work remotely or from our Marshfield, WI office, with opportunities to start in our October 26th training class. EPIC experience is preferred but not required. Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. Handles customer inquiries through inbound and outbound calls as well as written communication. This position exists to effectively manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. Customer Service Representatives will work in a company office or home office environment. They will operate with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). This role is expected to follow company and client policies, procedures, and applicable laws. Employee works in a company office and/or home office and sits at a desk during regularly scheduled work hours. Employee will work with an online team utilizing screen monitoring and/or video conferencing. Employee answers and makes telephone calls using a computerized telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources. Employee may occasionally be required to stand or walk short distances along with bend or twist to access lower and higher desk drawers.
Responsibilities
- Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues
- Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections
- Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes)
- Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines
- Manages both common and challenging objections and concerns from consumers
- Discusses and helps consumer think through payment resources and makes necessary referrals to the client
- Uses required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call
- Maintains working understanding of account requirements, leveraging related documentation and resources as needed
- Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance
- Skillfully works within both internal and client systems
- Adheres to company Core Values and Strategic Anchors
- May learn and perform other duties and responsibilities as assigned based on business needs
Requirements
- Prior work experience in a call center and healthcare customer service setting is preferred
- Familiarity with Artiva and Cerner Soarian application is preferred. EPIC is a plus.
- Working knowledge of medical billing and coding is preferred
- Prior work experience in a medical office and/or general understanding of health insurance is preferred
- Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools
- Able to navigate multiple computer applications and databases
- Moderate to advanced computer keyboard typing and navigation skill
- Able to communicate on the phone and navigate multiple computer systems simultaneously
- Able to overcome patient objections and obstacles to negotiate payment successfully
- Reliable and responsible. Arrives on time and uses time productively and efficiently
- Manages self effectively in a work from home environment, remaining focused on work and delivering required outcomes
- Possesses and demonstrates professional judgement and operates with client business acumen.
- Understands sensitive personal information (SPI) and sensitive consumer information (i.e., Protected Health Information (PHI)) and maintains confidentiality of this information
- Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages