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Customer Service


Posted: 09/19/2019 Industry: Customer Service Job Number: 10852

Customer Service Professional Needed in Winston Salem, NC!!

Job Summary
Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures

Major Responsibilities/Activities
Answer phone calls quickly and in a pleasant, professional manner
Identify each caller s needs and determine the next appropriate action, which may include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and/or notifying
Utilize all resources provided: Job aids, SOP s. Question Queue, Client Specs
supervisors/management of complaints that cannot be resolved on the first call
Address each caller s needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner
Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner. Documentation must be understandable if read later and/or by another employee
Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor or member of management
Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call
Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations
Consistently support and demonstrate the company mission and values

Other Responsibilities/Activities
File insurance from information provided by patient on the EMSMC website in an accurate and timely manner
Mentoring of new hires
Perform other necessary tasks as assigned by supervisor
Assist with special projects as assigned

Quality & Productivity Requirements
Maintain required turnaround time as dictated by process or client
Maintain Customer Service call audit and HIPAA scores of 98%

Required Education, Skills, & Experience
High School Diploma
Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA
Strong, effective, and professional written and verbal communication skills. Must be able to apply these skills with individuals from diverse backgrounds both internal & external to the company.
Ability to collaborate effectively with multi-departmental and diverse teams to achieve results. This includes the application of an appropriate balance of assertiveness and professionalism to drive processes to completion.
Strong, accurate typing and data entry skills
Ability to learn, understand, and work within specific client requirements
Highly organized with ability to be proactive, manage time, and prioritize work with little supervision
Ability to function well within a cross-functional team setting and independently
Willing and able to adapt to changes in work environment, procedures, priorities, schedule, and job duties

Preferred Education, Skills, & Experience
Previous medical billing and/or accounts receivable experience
HIPAA certification
Strong MS Office skills with the ability to manipulate data and create formulas in Excel

Working Environment/Physical Requirements
General office environment
Frequent telephone use
Frequent typing
Sitting for long periods of time, some standing
Use of basic office equipment such as computer, fax, printer, copier

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