Current Openings

Customer Service Representative

 

Full Time (40 Hours/9:00AM-5:00PM M-F)

The Customer Service Representative plays a key role in supporting revenue cycle management projects. The successful candidate is responsible for providing customer service via phone calls to designated work list of accounts to collect outstanding balances on self-pay accounts with the goal of coordinating payment arrangements. The customer service representative is also responsible for working claims ensuring that they are processed to completion/resolution in accordance with client contract stipulations, company policies, procedures, guidelines as well as state and federal insurance regulations.  


ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

Customer Service Responsibility:

  • Incoming calls - Answer incoming calls professionally and respond to inquiries with accuracy. Answer phone inquiries from patients and insurance regarding bills, charges, and account status. Establish and maintain positive working relationships with customers by ensuring the best possible customer satisfaction. 
  • Outgoing calls – Make outgoing calls daily based on specific client responsibilities 
  • Daily processing - Process queue/ account work lists accurately and completely according to procedures, maintaining minimal backlog 
  • Maintaining accurate and up-to-date account information on billing software systems – Following the client specific system and reference procedures to ensure proper account documentation and status at all times. Proper adjustments being posted, proper financial class assigned, proper account documentation and billing status. 
  • Account referrals – Accounts are referred to supervisor appropriately

Account Goals:

  • ATB- Completion of monthly ATB  
  • Client Project Contract - Able to identify and articulate project contractual obligations and/or deliverables.  
  • Customer Service -Provide high level of customer service for clients by identifying and efficiently resolving insurance and billing related issues 
  • Quality Assurance – Quality audits performed on individual accounts to ensure accurate customer claim workings. 
  • Account Analysis - Identify trends and issues within the claim denial management process notifying team members and team lead for possible edits/change routines or client follow up. 
  • Project Process Improvement - Collaborate with team members to improve client project processes and procedures if inefficiencies are identified. 

Position Success Factors:

  • Workload completed monthly as evidence by meeting productivity standards per hour and ATB completion
  • Completes workload within budgeted hours for each assigned client project 
  • Self-pay aging resolution per OS inc standards 
  • Maintain quality audit of 92% or greater

Certificates, Licenses, Registrations:

AAHAM CRCS Certification required within 1 year of acceptance of position.

Education and/or Experience:

  • Requires a high school diploma or equivalent and three months of related experience; or an equivalent combination of education and experience.   
  • Good knowledge of medical explanation of billing forms.  Experience with medical insurance follow up processes, preferred.   
  • Demonstrated customer service background; in a healthcare setting preferred  
  • Must have phenomenal organization and computer skills and be technically proficient in Microsoft software products including Word, Excel and Outlook.    
  • Ability to handle multiple tasks simultaneously, meet time sensitive deadlines and organize workload with general supervision. 
  • Must be able to communicate well with a wide variety of contacts at all levels of the organization. 

Skills Needed:

  • Prior customer service experience preferred. 
  • Professional, articulate voice needed. 
  • Ability to multi-task in several computer applications while holding a conversation with a customer.  
  • General understanding of accounting and/or payment arrangement principles desired. 
  • Must be efficient, productive and fast moving. 
  • Must be able make decisions efficiently based on insurance and revenue cycle guidelines.   

Confidentiality:

The customer service representative maintains strict confidentiality with regard to protected health information including but not limited to payer and claim information.  He/she understands and adheres to OS inc.’s HIPAA Privacy & Corporate Compliance policies and procedures.