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Customer Service Representative

2 months ago

Wilmington, North Carolina, United States Wilmington Health Full time
About Wilmington Health

Wilmington Health is a multi-specialty medical practice with a strong commitment to providing high-quality, patient-centered care to our community in Southeastern North Carolina.

Purpose:

The purpose of this role is to ensure prompt and efficient responses to patient account requests, providing exceptional customer service and support to our patients.

Key Responsibilities:
  • Respond to patient phone calls and written requests in a timely and courteous manner.
  • Resolve patient requests and concerns in a professional and efficient manner.
  • Document details of complicated requests and work with the appropriate team to reach resolution.
  • Escalate issues to proper authority when necessary.
  • Enter all actions and interactions with patients in our billing system.
  • Process itemized bills and payments from attorneys and other third parties.
  • Set up payment plans and send financial hardship applications to patients as needed.
  • Perform other duties as assigned by management.
Qualifications:
  • High school diploma, GED, or equivalent.
  • 2-4 years' experience in a medical office environment and/or customer service role.
Preferred Qualifications:
  • Ability to handle multiple phone lines with an emphasis on customer service.
  • Knowledge of medical terminology.
  • Familiarity with insurance reimbursement policies.
Physical Demands:

This role requires frequent sitting and continuous standing. Rarely requires kneeling, crouching, or lifting.

Customer Service Competencies:
  1. Customer Service
  2. Professionalism/Integrity/Responsibility
  3. Teamwork/Process Focus
  4. Dependability/Punctuality
  5. Interpersonal Relationships/Communication
  6. Judgment/Decision Making/Problem Solving
  7. Quality/Quantity
  8. Initiative
  9. Safety/Housekeeping
  10. Organizational Skills/Time Management