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Healthcare Customer Service Representative
4 months ago
RAYUS Radiology, formerly Center for Diagnostic Imaging, is looking for a Customer Service Specialist to join our team. As a Customer Service Specialist in our Revenue Cycle Management (RCM) group, you'll assist patients, clinics, referring doctors, attorneys, and insurance companies with medical billing questions. You'll answer telephone calls, respond to voice mails, and route email/mail to ensure the appropriate departmental resource follows up on billing accounts. While exceeding our Quality Assurance standards, you'll focus on the patient first, be accountable, and play an important part in creating a superior patient experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
(85%) Customer Service
- Assists clinics, referring doctors, attorneys, insurance companies and patients/responsible parties with general questions
- Responds to RCM voice mail and email in a timely manner
- Routes telephone calls and mail to appropriate departmental resource for follow up on problem accounts
- Communicates effectively with various departments within Revenue Cycle Management
- Researches explanation of benefits (EOBs) and/or denials in imaging system in order to assist patients and explain balances
- Meets or exceeds team Quality Assurance standards
- Escalates more complex inquiries to Senior Customer Service Specialist for support and resolution
(10%) Administrative duties
- Faxes itemized statements and letters of protection (LOPs) to attorneys by request ensuring proper authorization is on file
- Updates billing system with updated patient demographic information
- Calls referring doctors, patients, insurance companies, and attorneys to get updated insurance or demographic information on patient accounts
- Researches missed discounts, duplicate charges, reverse collection decisions and insurance denials
(5%) Performs other duties as assigned
Required:
- High school diploma or equivalent
- 1-2 years previous call center experience
- 1-2 years healthcare experience
- 1-2 years previous customer service experience
- Proficient with using computer systems and typing
- Proficiency with Microsoft Excel, PowerPoint, Word, and Outlook
Preferred:
- Ability to speak Spanish or other languages in addition to English
- Health care experience
Rayus is an equal opportunity employer; applicants are considered without discrimination with regard to race, color, religion, sex, national origin, age, disability, veteran status or other statuses protected by state, local or other applicable laws. This policy extends to all aspects of employment, including recruitment and hiring.
Rayus and its associates have an employment relationship, which is known as employment-at-will. This means that either Rayus or an associate has the right to terminate the employment relationship at any time, for any reason with or without cause or prior notice.
