Patient Customer Service Rep II

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity. We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base!

Benefits

• Highly competitive benefits with a variety of HMO and PPO options
• Company 401k match
• Employee Stock Purchase Program
• Tuition reimbursement
• Leadership development programs
• 16 days of paid time off plus holidays starting upon hire
• Wellness courses
• Highly engaged employee resource groups

Schedule

Monday to Friday, 8:00 AM–4:30 PM EST or 7:30 AM–4:00 PM PST

About the role

As an employer, we promise to provide you with a purpose-driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory.

The individual in this position provides billing customer service to NeoGenomics’ patients.

Responsibilities

• Answer telephone promptly and in a polite and professional manner
• Handle a high volume of inbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Place a high volume of outbound calls to patients who have received insurance reimbursements with the goal of retrieving the funds; as well as self-pay and deductible, co-insurance balances
• Process patient credit card payments by phone and/or correspondence
• Accurately verify patient demographics, insurance coverage, and rebill claims if needed
• Offer prompt pay discounts, financial assistance, and payment plans to patients in need
• Evaluate and respond to all aspects of written billing inquiries from the patient or their representative in order to resolve billing issues
• Review and process patient indigence and bankruptcy
• May have contact with insurance carriers, clients, and/or other outside sources
• Explain patient bills including charges, insurance allowable, adjustments, coinsurance, and payments
• Effectively use resources to provide the right response to callers with quick thinking and a calm manner
• Document all patient interaction in the billing system in a concise, accurate, and timely manner
• Demonstrate ability to adhere to policies and procedures with flexibility and adaptability to frequently changing procedures
• Adhere to NeoGenomics Laboratories attendance policy
• Strong computer skills and comfort with navigating multiple applications simultaneously
• Maintain compliance and HIPAA standards at all times
• Meet or exceed daily production standards
• Ability to work on various other projects as needed
• Proficient in managing multiple tasks simultaneously within a dynamic and high-energy setting

Requirements

• High school diploma or equivalent
• Bilingual (English/Spanish) preferred
• 2+ years of experience in A/R, Billing, Customer Service, insurance, or healthcare preferred
• PC skills with proficiency in Microsoft Office
• Basic math skills
• Excellent communication skills
• Demonstrated problem-solving skills
• Good organizational skills
• Data entry skills
• Ability to work independently and as part of a team
• Ability to work overtime as needed, based on department needs
• Ability to engage independent decision-making techniques while performing various job duties simultaneously