Customer Service Representative

Position Overview:

We are seeking a professional and dedicated Customer Service Representative to join our team. The ideal candidate will be responsible for managing a high volume of inbound and outbound calls, acting as a liaison between patients and the billing department, and ensuring accuracy in notetaking. This individual must adhere to HIPAA guidelines, be able to handle self-pay calls, and effectively communicate with both patients and internal team members.

Job Details:

• Work from home
• Monday to Friday | 8:00 AM to 5:00 PM (Pacific time) / Tuesday to Saturday | 12:00 AM to 9:00 AM
• *Following US Holidays
• *Average daily call volume is 80 calls per day.
• *Shift might change as needed (You will be given prior notice)

Responsibilities:

• Manage inbound and outbound calls professionally, addressing patient inquiries related to billing and self-pay accounts.
• Act as a liaison between patients and the billing department, ensuring clear communication and accurate documentation of all interactions.
• Respond promptly to billing line voicemails, providing timely resolutions to patient concerns.
• Process incoming billing calls, coordinating self-pay calls and maintaining accurate records.
• Complete daily patient payment batches and manage correspondence for unassigned providers.
• Maintain productivity reports and logs, adhering to specified break and lunch time restrictions.
• Address patient inquiries courteously and empathetically, using effective de-escalation techniques when needed.
• Collaborate with internal teams for efficient call distribution and accurate information provision.
• Communicate with the Team Specialty Supervisor or assigned Biller through email, following established workflows.
• Contact patients to collect past due balances, providing information on payment plans and addressing concerns.
• Adhere to HIPAA policies and regulations, maintaining patient confidentiality and data security.
• Uphold the company's positive reputation by providing exceptional customer service and demonstrating commitment to patient satisfaction.
• Perform other responsibilities and projects assigned by the supervisor, adapting to evolving business needs and priorities.

Qualifications:

• At least 2 years’ experience in a customer service role in the BPO industry
• Strong verbal and written communication skills.
• Experience in the healthcare billing industry is a HUGE plus.
• Ability to handle a high volume of calls and multitask effectively.
• Familiarity with Epic and healthcare billing procedures is a HUGE plus.
• Excellent problem-solving and de-escalation skills.
• Knowledge of HIPAA policies and regulations is a HUGE plus.
• Ability to work both independently and as part of a team.
• Strong organizational skills and attention to detail.
• Proficient in Microsoft Office Suite and other relevant software.