RCM Customer Service Representative

Tenet Healthcare, through Conifer Health, provides healthcare financial and clinical performance services to healthcare organizations. The RCM Customer Service Representative answers inbound patient accounting calls, conducts outbound follow-up on outstanding accounts, and resolves customer questions and concerns while supporting first-call resolution.

Responsibilities:

• Answer inbound customer service calls and make some outbound follow up calls in a professional, service-oriented manner. Answer the calls timely without drops/abandons
• Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate resolution by referring the matter to the issue/content expert. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter
• Other duties as assigned

Requirements:

• Exceptional customer service skills including effective and efficient problem solving and analyzing skills
• Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
• Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques
• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found
• Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
• Ability to interpret and apply reimbursement aspects of managed healthcare contracts
• Attentive listening skills
• Ability to clearly articulate a response to the customer using appropriate voice modulation
• High school education or the equivalent
• 1 – 2 years prior experience in an inbound call center and/or customer service environment
• hospital patient account billing with experience or knowledge of 3rd party reimbursements from insurance companies and government payers is a plus