SERVICE EXCELLENCE REPRESENTATIVE

Key Responsibilities

• Respond to inbound and outbound patient calls regarding billing, insurance, and out-of-pocket cost estimates in a professional and empathetic manner.
• Ensure Proper Documentation - log call details accurately and provide estimate breakdowns to patients and answer any questions regarding benefit questions in our system.
• Clear Communication - Respond to requests for clarification from other departments.
• Maintain strict adherence to HIPAA and other privacy regulations, safeguarding patient information during all communications.
• Demonstrate consistency in applying workflow steps, helping maintain quality assurance and operational integrity.
• Meet individual and team performance metrics, including call volume, average handle time, and documentation accuracy.

Essential Functions

• Effectively manage inbound and outbound calls to assist patients with billing, insurance, and financial inquiries, ensuring a high level of service and professionalism.
• Provide and update patient or insurance information in the system to support correct billing and estimate generation.
• Follow standardized workflows and scripts to maintain consistency, compliance, and operational efficiency across all interactions.
• Document all patient interactions in real time, ensuring completeness and accuracy to support continuity of care and revenue cycle processes.
• Meet or exceed performance metrics, including call volume, average handle time (AHT), documentation accuracy, and first-call resolution.
• Demonstrate a positive attitude, strong work ethic, and commitment to quality, setting an example for peers.
• Communicate clearly and empathetically to help patients understand their financial responsibilities, including charges, statements, and payment options.
• Participate in ongoing training and development activities to stay current with system updates, payor guidelines, and departmental policies.
• Perform other duties as assigned to support department objectives.

Qualifications

• A high school diploma or equivalent required.
• Minimum of 3 years of experience in billing, patient access, or high-volume call center with demonstrated success.
• Current experience navigating practice management software.
• Strong organizational, critical thinking, and problem-solving skills.
• Experience in Microsoft Office (Excel).
• Skilled in customer service and understanding our organization.
• Comfortable working with KPIs and performance-based metrics.
• Ability to accept and apply constructive feedback with professionalism.
• Working with a sense of urgency.