Customer Service Professional- Inbound

EMS Management & Consultants, Inc. offers full-service revenue cycle management solutions focused on emergency medical services. They are seeking a Customer Service Professional-Inbound to handle phone calls and customer service tasks, ensuring compliance and customer satisfaction while documenting interactions accurately.

Responsibilities:

• 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
• Notify 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
• 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
• Maintain required turnaround time as dictated by process or client
• Maintain Customer Service call audit and HIPAA scores of 98%

Requirements:

• 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
• Detail-oriented
• 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