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Customer Service Professional- Inbound

3 months ago

Honolulu, United States EMS Management & Consultants Full time

Title : Customer Service Professional- Inbound About the role: Answer phone calls quickly and in a pleasant, professional manner Identify each caller’s needs and determine the next appropriate action, which may include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and/or notifying Utilize all resources provided: Job aids, SOP’s. Question Queue, Client Specs Notify supervisors/management of complaints that cannot be resolved on the first call Address each caller’s needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner. Documentation must be understandable if read later and/or by another employee Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor or member of management Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations Consistently support and demonstrate the company mission and values File insurance from information provided by patient on the EMSMC website in an accurate and timely manner Mentoring of new hires Perform other necessary tasks as assigned by supervisor Assist with special projects as assigned Quality & Productivity Requirements Maintain required turnaround time as dictated by process or client Maintain Customer Service call audit and HIPAA scores of 98% Requirements High School Diploma Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA Strong, effective, and professional written and verbal communication skills. Must be able to apply these skills with individuals from diverse backgrounds both internal & external to the company. Ability to collaborate effectively with multi-departmental and diverse teams to achieve results. This includes the application of an appropriate balance of assertiveness and professionalism to drive processes to completion. Strong, accurate typing and data entry skills Ability to learn, understand, and work within specific client requirements Highly organized with ability to be proactive, manage time, and prioritize work with little supervision Ability to function well within a cross-functional team setting and independently Willing and able to adapt to changes in work environment, procedures, priorities, schedule, and job duties Detail-oriented Key skills we hope you have: Previous medical billing and/or accounts receivable experience HIPAA certification Strong MS Office skills with the ability to manipulate data and create formulas in Excel Working Environment/Physical Requirements General office environment Frequent telephone use Frequent typing Sitting for long periods of time, some standing Use of basic office equipment such as computer, fax, printer, copier Why EMS|MC: Flexible Scheduling Career development plans Weekly wellness seminars Comprehensive benefit package Remote opportunities All equipment provided

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