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Billing and Collections Representative
2 months ago
Job Title: RCM Customer Service Representative - Remote
Job Overview:
The RCM Customer Service Representative is responsible for managing inbound customer service inquiries related to patient billing and account issues. In times of low call volume, the representative may also conduct outbound follow-up calls regarding outstanding accounts receivable.
Key Responsibilities:
- Handle inbound customer service calls and conduct outbound follow-up calls in a courteous and professional manner.
- Respond to calls promptly, ensuring minimal wait times for customers.
- Identify the purpose of the call and assist customers with their inquiries, focusing on resolving issues during the first interaction.
- Facilitate problem resolution by directing complex issues to the appropriate subject matter expert.
- Escalate unresolved matters to a supervisor when necessary, ensuring the customer receives the necessary information or actions for resolution.
- Perform additional duties as assigned.
Qualifications:
To be successful in this role, candidates should possess the following:
- Outstanding customer service skills with a strong ability to solve problems and analyze situations effectively.
- A professional demeanor with excellent command of the English language, free from grammatical errors.
- Capability to engage in meaningful conversations to understand customer issues.
- Ability to work independently while demonstrating flexibility and creative problem-solving skills.
- Skill in managing calls effectively, including de-escalating issues and instilling confidence in the resolution process.
- Capacity to perform under pressure from competing demands and challenging personalities.
- Understanding of reimbursement processes related to managed healthcare contracts.
- Strong listening skills and the ability to articulate responses clearly and effectively.
Education and Experience:
Preferred qualifications include:
- A high school diploma or equivalent.
- 1-2 years of experience in a customer service or inbound call center environment, preferably with knowledge of hospital billing and third-party reimbursements.
Physical Requirements:
Employees must be able to:
- Remain seated at a computer for extended periods.
Work Environment:
This position is typically performed in a call center setting, which may include the use of headsets and proximity to other workstations.
