Healthcare Customer Service Representative (SC)

RevCycle, Inc. is a growing company with over 30 years in business focused on developing employees. They are seeking a Healthcare Customer Service Representative to deliver exceptional customer experiences by managing inquiries and concerns related to billing and insurance through both inbound and outbound communications.

Responsibilities:

• Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues
• Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections
• Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes)
• Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines
• Manages both common and challenging objections and concerns from consumers
• Discusses and helps consumer think through payment resources and makes necessary referrals to the client
• Uses required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call
• Maintains working understanding of account requirements, leveraging related documentation and resources as needed
• Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance
• Skillfully works within both internal and client systems
• Adheres to company Core Values and Strategic Anchors
• May learn and perform other duties and responsibilities as assigned based on business needs

Requirements:

• Prior work experience in a call center and healthcare customer service setting is preferred
• Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools
• Able to navigate multiple computer applications and databases
• Moderate to advanced computer keyboard typing and navigation skill
• Able to communicate on the phone and navigate multiple computer systems simultaneously
• Able to overcome patient objections and obstacles to negotiate payment successfully
• Reliable and responsible. Arrives on time and uses time productively and efficiently
• Manages self effectively in a work from home environment, remaining focused on work and delivering required outcomes
• Possesses and demonstrates professional judgement and operates with client business acumen
• Understands sensitive personal information (SPI) and sensitive consumer information (i.e., Protected Health Information (PHI)) and maintains confidentiality of this information
• Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages
• Self-motivation and committed to career success
• High School Diploma or equivalent (i.e., GED) required
• Ability to successfully pass criminal, employment history and other validation and onboarding requirements are necessary to begin and maintain employment
• Familiarity with Artiva and Cerner Soarian application is preferred. EPIC is a plus
• Working knowledge of medical billing and coding is preferred
• Prior work experience in a medical office and/or general understanding of health insurance is preferred
• Prior supervisory experience is welcome in this growing company