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Call Center Representative

1 month ago

East Haven, United States CPa Medical Billing Full time

Overview:

The Call Center Representative responds to a wide range of customer calls in a fast-paced call center environment and prepares correspondence regarding third party coverage to ensure that patient accounts reflect accurate information. This position is based in our East Haven, CT location. Candidates must be able to be on site five days per week.


Job Responsibilities:

  1. T Retrieve voice mails throughout the day and respond to callers promptly. Answer incoming calls within two rings in a pleasant and courteous manner 100% of the time.
  2. Promptly respond to billing questions as able while on the call.
  3. Research account issues as needed, responding to callers within 24 hours. If obtaining a resolution takes longer than 24 hours, advise the caller of such and establish a day and time to reconnect.
  4. Escalate call to manager of that center if caller requests or you deem necessary.
  5. Verify insurance as needed. Update insurance on account and re-bill insurance as needed.
  6. Enter a note on the patient’s account with problem and action taken.
  7. Following departmental procedure, transfer patient overpayments to appropriate tickets with open balances.
  8. For Self Pay accounts, reach out to patients who have an outstanding balance on the self-pay financial class. Leaves Voice Mail, updates payor information, processes payments , offers payment plans(if applicable), updates patient address, & including notes.
  9. Give problems regarding missing payments to manager of that account.
  10. Respond to written and emailed requests for documentation from attorneys, insurance companies and patients within 48 hours of receipt of request. Ensure the proper authorizations are included with requests. Follow written procedure to process requests.
  11. Post credit card payments from caller, fax, mail or email receipt. Reconcile batches daily.
  12. Work returned patient mail looking up current mailing addresses online and in the system. Call guarantors as needed. Update address information in system and resend bill based on procedure.
  13. Generate patient statements for client facilities weekly, per procedure. Advise management after each generation or when unable to generate.

Qualifications & Experience:

  • High School Diploma or equivalent.
  • 1-3 years experience with Medical Billing and Procedures.
  • Previous experience with Epic or other billing software
  • 1-3 Year Customer service Experience.
  • Experience with Windows applications, proficient use of computer, Microsoft Word and Microsoft Excel.
  • Strong communication, verbal and written and interpersonal skills. Ability to analyze and solve problems with limited assistance. Ability to maintain confidentiality.