Healthcare Customer Service Representative (Remote)

RevCycle, Inc. is a growing company with over 30 years in business, focused on developing employees and providing exceptional customer service. The Healthcare Customer Service Representative role involves managing customer inquiries related to billing and insurance, ensuring a high level of service through effective communication and problem-solving skills.

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