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