Senior Customer Service Rep (UCH)

R1 RCM is the leading provider of technology-driven solutions that transform the patient experience and financial performance of healthcare organizations. As a Senior Customer Service Representative, you will manage patient inquiries and concerns while ensuring a high-quality experience through effective communication and problem resolution.

Responsibilities:

• Deliver a high-quality patient experience through inbound and outbound call resolution within established protocols with a focus on first call resolution
• Manage inquiries via multiple communication channels in a professional manner using EMR systems such as Epic, Cerner, Meditech, or similar systems
• Review/interpret and answer questions regarding patient statements, explanation of benefits, account balances, payment plans and related areas
• Utilize health care industry term knowledge (e.g., primary care, provider, benefits, HIPAA, PCI, EOBs, CPT & ICD-10 codes, HCFAs, UB04s, HCPCS, DRGs and authorizations/referrals)
• Research information using available resources and FAQ to source information rapidly in a fast-paced environment
• Comprehensive training and professional development

Requirements:

• High school diploma or GED, preferred
• Minimum 1 year of experience in a healthcare call center environment
• Experience with medical claims/denials
• Experience with EPIC - an Electronic Medical Records system
• Experience with patient focused customer service