Customer Service Support Representative I

Job Description:

• Answer high-volume inbound calls from patients, doctor’s offices, and private insurance carriers
• Make outbound calls to resolve open patient accounts receivable and customer inquiries
• Initiate payment plans for patients with outstanding balances
• Use multiple resources and systems to research and resolve patient inquiries during calls
• Maintain performance and quality goals
• Complete structured training and become proficient with role processes
• Serve as a frontline contact for patients, provider offices, and insurance carriers regarding patient accounts and billing inquiries
• Address customer questions and assist patients with payment options

Requirements:

• High School Diploma or GED equivalent
• 1 year or more customer service experience
• Preferred: 1 year or more call center experience or healthcare-related customer service
• Preferred: 1 year or more medical billing, insurance claims, and explanation of benefits (EOB)
• Preferred: 1 year or more patient billing
• Preferred: 1 or more women’s health, genetics and oncology specialty testing billing experience
• Preferred: 1 year or more molecular testing reimbursement experience
• Preferred: 1 year or more Medicare and Medicaid experience
• Preferred: Bilingual English/Spanish capability
• Strong verbal and written communication skills
• Ability to explain complex WH, genetics and oncology testing coverage, costs, and financial responsibility clearly and empathetically
• Ability to establish protocols and procedures and collaborate cross-functionally
• Ability to learn in a fast-paced environment
• Attention to detail
• Ability to work independently and as part of a team
• Excellent organizational skills
• Proficiency navigating multiple computer screens and applications
• Alpha-numeric data entry proficiency
• Ability to explain billing or account information clearly and professionally
• Customer-focused problem-solving and resolution skills
• Adherence to confidentiality, privacy, and regulatory compliance requirements

Benefits:

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability (STD)
• Long-term disability (LTD)
• 401(k)
• Paid Time Off (PTO) or Flexible Time Off (FTO)
• Tuition Reimbursement
• Employee Stock Purchase Plan