Medical Insurance Customer Service Advisor

About the Role

AIS Healthcare, the leading provider of Targeted Drug Delivery (TDD) and Infusion Care, is committed to advancing quality and improving lives through innovation, stewardship, and unity. We offer a 100% work-from-home model and provide great benefits, including health, vision, and dental insurance, long-term disability insurance, life insurance, a vacation package, and a 401K plan with a generous employer match. This position is responsible for patient billing communication, administering the Financial Assistance Program (FAP), and responding to inbound patient billing calls.

Responsibilities

• Communicates with all new patients regarding the billing procedure.
• Proactively reaches out to patients with billing policy changes.
• Addresses patient concerns within the duration of the initial call or escalates to the manager if necessary.
• Conducts follow-up phone calls to patients as needed; recognizes and resolves customer issues in a timely manner and escalates to leadership as necessary.
• Serves as an initial and consistent point of contact for patients regarding the Financial Assistance Program, including statements, insurance changes, and charges.
• Manages, updates, and communicates all aspects of the FAP to the appropriate department.
• Communicates and obtains any requested patient information changes for database maintenance/updates.
• Inputs data into the company computer platform to keep each customer record updated.
• Shares knowledge gained with other staff members and works as a team.
• Interacts with others in a positive, respectful, and considerate manner.
• Recognizes patients’ rights and responsibilities and supports them in the performance of job duties, respecting patient privacy and confidentiality.
• Performs other job-related duties as assigned.

Requirements

• High school diploma or general education degree (GED) equivalent is required; some college preferred.
• Experience in collections, verification, and/or analysis.
• Customer service call center experience or equivalent combination of education and experience.

Qualifications

• Answer telephone promptly and in a polite and professional manner.
• Strong customer service acumen.
• Effective verbal and listening communication skills.
• Ability to make decisions, solve problems, and work independently.
• Demonstrate attention to detail and accuracy.
• Basic computer proficiency.
• Ability to quickly learn the use of Lynx and CPR+.
• Knowledge in the use of Microsoft applications.

Benefits

• Health, vision, and dental insurance.
• Long-term disability insurance.
• Life insurance.
• Vacation package.
• 401K plan with a generous employer match.
• Growth opportunities.

AIS Healthcare™ is the leading provider of advanced sterile, patient-specific intrathecal pump medications and in-home intravenous infusion, including immune globulin therapies. For more information, visit www.aiscaregroup.com.