Customer Service Specialist

1 week ago

Parsippany, New Jersey, United States Med-Metrix Full time
Job Overview

Position Summary

The Healthcare Call Center Agent is responsible for assisting callers by effectively addressing inquiries, troubleshooting issues, and managing self-pay account balances.

Key Responsibilities

  • Handle patient inquiries and concerns via telephone by clarifying, investigating, and providing necessary information.
  • Facilitate patient credit card transactions over the phone to settle outstanding self-pay balances.
  • Possess a foundational understanding of healthcare claims processing, including ICD-9/10, CPT, and HCPC codes, as well as 1500 forms.
  • Demonstrate knowledge of essential concepts in healthcare reimbursement methodologies and the revenue cycle.
  • Utilize GE and Epic workflow systems along with other available resources.
  • Analyze, identify, and resolve issues related to patient accounts effectively.
  • Interact courteously and collaboratively with patients, colleagues, management, and clients.
  • Comply with established policies and procedures for the team/client.
  • Achieve and maintain daily productivity and quality standards as outlined in departmental guidelines.
  • Maintain professionalism when managing challenging calls from customers.
  • Perform additional tasks related to the responsibilities of the Call Center Department.
  • Handle other related duties and special projects as necessary.
  • Ensure the use, protection, and disclosure of patients' protected health information (PHI) in accordance with HIPAA standards.

Qualifications

  • High school diploma or equivalent is required.
  • Prior experience in hospital/facility or physician billing is preferred.
  • Proficiency in English is required; bilingual (English/Spanish) is preferred.
  • Experience with GE Centricity or EPIC PB is advantageous.
  • Ability to work effectively both independently and as part of a team.
  • Proficient in MS Office applications.
  • Strong verbal communication and organizational skills.
  • Ability to maintain composure during challenging customer interactions.

Working Environment

  • Physical Demands: The role may require occasional movement within the work area, sitting for extended periods, performing manual tasks, and operating office equipment such as computers and telephones.
  • Mental Demands: The employee must be capable of following instructions, collaborating with others, and managing stress effectively.
  • Work Environment: The typical noise level in the workplace is generally low.

Med-Metrix is committed to equal employment opportunities and does not discriminate against any employee or applicant based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, political affiliation, military service, veteran status, or any other characteristic protected by federal, state, or local law.

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