• Customer Service Representitive

    Location US-TX-Dallas
    Job ID
    2018-2046
    Metro Area
    Dallas/Fort Worth, TX
    Function
    Revenue Cycle Management
    Employment Status
    Full-Time
  • Overview

    The customer service representative is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries. Final candidates will be required to successfully pass a drug screen and background check. 

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES (include but not limited to):

    • Answer incoming patient, insurance company and physician office telephone calls.
    • Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
    • Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.
    • Whenever possible, resolves question directly so that patient receives prompt satisfaction.
    • Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.
    • Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.
    • Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.
    • Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.
    • Identifies and communicates complaint patterns to management team.
    • Maintains strictest confidentiality.
    • Document all actions in the system notes.
    • Demonstrate a positive attitude and serve others with personal service 100% of the time.
    • Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.      
    • Meet Customer satisfaction standards set forth by management
    • Meet Productivity/Performance standards as set forth by management.
    • Adhere to all company policies and procedures.
    • Perform other duties as assigned.

    Qualifications

    EDUCATION/TRAINING/EXPERIENCE:

    • High-school graduate or equivalent.
    • Associate degree in business administration or related field of study is preferred.
    • Two years of collection experience preferred or equivalent combination of education and experience will be considered. Prefer experience in a health care organization.

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