Customer Service Support Representative II

Job Description:

• Answer high volume of inbound calls from patients, doctor's offices, and/or private insurance carriers
• Make outbound calls to resolve open Patient AR and customer inquiries
• Initiate payment plans for patients with outstanding balances
• Routinely utilize multiple resources to resolve patient inquiries while on the phone
• Maintain performance goals
• Become proficient with processes after completing a structured training program
• Serve as a frontline contact for patients, provider offices, and insurance carriers regarding patient accounts and billing inquiries
• Resolve open patient accounts receivable and address customer questions
• Assist patients with payment options
• Research and resolve issues in real time using multiple systems and resources
• Maintain established performance and quality standards

Requirements:

• High School diploma or GED equivalent
• 3 years or more healthcare related call center experience
• Strong verbal and written communication skills
• Ability to explain complex women’s health, genetics and oncology testing coverage, costs, and financial responsibility to patients, providers, and payers with clarity and empathy
• Attention to detail and focused
• Team-oriented mindset with the ability to work independently
• 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
• Energetic, passionate customer service
• Customer-focused problem solving and resolution skills
• Adherence to confidentiality, privacy, and regulatory compliance requirements
• Preferred: Associates degree
• Preferred: Establish protocols and procedures; cross-functional collaboration
• Preferred: 3 months or more XIFIN experience
• Preferred: Bilingual in English and Spanish
• Preferred: 3 years or more specialty testing or genetics healthcare customer service
• Preferred: 3 years or more reimbursement, Medicare/Medicaid billing experience

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