Customer Service Representative - Billing II

Customer Service Representative - Billing II - Monday to Friday, 8:30AM - 5:00PM Pacific

As a Customer Service, Billing Representative, you will work by phone or correspondence to gather missing information to ensure proper billing to clients, patients, or third - party insurances. This is an excellent opportunity for someone with previous customer service experience in a professional office setting who is interested in moving into a new area while learning additional skills. You will leverage your skills and have the ability to:

•    Demonstrate empathy and compassion to customers.
•    Triage and handle escalated situations.
•    Adapt to changes in a fast-paced environment.
•    Develop and maintain client relationships

Pay range: $20 - $24/ hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
•    Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours 
•    Best-in-class well-being programs
•    Annual, no-cost health assessment program Blueprint for Wellness®
•    healthyMINDS mental health program
•    Vacation and Health/Flex Time
•    6 Holidays plus 1 "MyDay" off
•    FinFit financial coaching and services
•    401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
•    Employee stock purchase plan
•    Life and disability insurance, plus buy-up option
•    Flexible Spending Accounts
•    Matching gifts program
•    Education assistance through MyQuest for Education
•    Career advancement opportunities
•    and so much more!

Demonstrates skill and passion to deliver exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

Responsibilities

• Researches, obtains, and enters missing information / demographics for completion of accessions. 
• Demonstrates competency in eligibility, billing and receivable systems and associated applications. 
• Educates external customers on how to provide complete billing information and avoid additional contacts for information.
• Informs customers of billing problem / issue findings and resolution as appropriate.
• Makes outbound calls to clients, patients, carriers and / or any internal or external source as needed to obtain missing or additional information.
• Responds to account inquires through written correspondences. 
• Handles sensitive client and patient interactions.   
• Maintains timely, accurate documentation for all appropriate transactions. 
• Generates and / or distributes reports and documentation to internal or external client to obtain missing information.
• Reports problems, errors, and denial trends to management including PHI breaches.
• Meets the performance goals established for the position in the areas of: efficiency, accuracy, quality, patient and client satisfaction and attendance.

Qualifications

Required Qualifications:

• High school diploma / GED
• 1+ year of experience running health insurance eligibility checks
• 1+ year of experience conducting health insurance eligibility checks using electronic verification systems & payer portals
• 1+ year of interpreting results to determine network status and coverage eligibility, including identifying discrepancies or issues in eligibility results 
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications and basic IT troubleshooting.  
• Must have experience working with multiple applications at a time while assisting customers
• Must have experience with production/goal expectations
• Reside within Pacific Standard Time, Mountain Time, or Central Standard Time
• Ability to work Monday – Friday, 08:30AM – 05:00PM PST
• Must be 18 years or older 
• 1+ years of call center or revenue cycle experience
• Medical terminology acumen and experience
• Billing experience and understands multiple billing requirements across various payers and states
• Knowledge of billing / finance and eligibility processes, practices and concepts
• Conducts data entry for completion of accessions using computer and Windows PC applications
• Proficient in translating health care - related jargon and complex processes into simple, step - by - step instructions customers can understand and act upon
• Ability to multi - task and to understand multiple products and multiple levels of benefits within each product
• Previous work experience in a fast - paced environment requiring multi - tasking skills
• Ability to resolve calls, avoiding escalated complaints
• Ability to exhibit empathy and be courteous to callers
• Ability to triage and handle escalated situations
• Ability to work in a fast - paced environment
• Ability to adapt to changes
• Ability to develop and maintain client relationships
• Ability to work independently and as part of a team

Preferred Qualifications:

• 1+ years of call center or revenue cycle experience
• Medical terminology acumen and experience
• Billing experience and understands multiple billing requirements across various payers and states
• Knowledge of billing / finance and eligibility processes, practices and concepts
• Conducts data entry for completion of accessions using computer and Windows PC applications
• Proficient in translating health care - related jargon and complex processes into simple, step - by - step instructions customers can understand and act upon

Soft Skills:

• Ability to multi - task and to understand multiple products and multiple levels of benefits within each product
• Previous work experience in a fast - paced environment requiring multi - tasking skills
• Ability to resolve calls, avoiding escalated complaints
• Ability to exhibit empathy and be courteous to callers
• Ability to triage and handle escalated situations
• Ability to work in a fast - paced environment
• Ability to adapt to changes
• Ability to develop and maintain client relationships
• Ability to work independently and as part of a team