Customer Service Representative

2 days ago

Battle Creek, United States TEKsystems Full time
Job DescriptionJob Description

Description:

Core Hours: Monday through Friday 8am to 5pm with a 1 hour lunch

Fully on-site position since it's face to face customer service:

Responsibilities

•Customer Service Specialists are responsible for learning and understanding the entire front-end process to ensure successful service for our patients

•The Customer Service Specialists works in a fast-paced environment answering inbound calls and making outbound calls

•Maybe responsible for obtaining, analyze, and verify the accuracy of information received from referrals, create orders, and or schedule the patient to receive equipment as ordered by their doctor

•Customer Service Specialists should educate Patients of their financial responsibility when applicable

•Develop and maintain a working knowledge of current products and services offered by the company

•Answer all calls and emails in a timely manner, in adherence to their goals

•Document all call information according to standard operating procedures

•Answer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needs

•Process orders, route calls to the appropriate resources, and follow up on customer calls where necessary

•Review all required documentation to ensure accuracy

•Accurately process, verify, and/or submit documentation and orders

•Complete insurance verification to determine the patient’s eligibility, coverage, co-insurance, and deductibles

•Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required

•Must be able to navigate through multiple online EMR systems to obtain applicable documentation

•Enter and review all pertinent information in EMR system including authorizations and expiration dates

•Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies

•Verify insurance carriers are listed in the company’s database system, if not request the new carrier is entered

•Responsible for contacting patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process

•Meet quality assurance requirements and other key performance metrics

•Facilitate resolution of customer complaints and problem-solving

•Pays attention to detail and has excellent organizational skills

•Actively listens to patients and handles stressful situations with compassion and empathy

•Flexible with the actual work and the hours of operation

•Utilize company-provided tools to maintain quality

Skills:

Customer service, medical insurance, medical terminology, durable medical equipment, insurance, Customer support

Top Skills Details:

Customer service,medical insurance,medical terminology,durable medical equipment,insurance

Additional Skills & Qualifications:

MUST HAVE:

- some type of healthcare experience is required Preferably for a DME company, doctor's office, healthcare call center or worked as a medical assistant. 1 to 3 years preferred

- must be familiar with healthcare insurance. They don't have the time to train as this is a very busy office.

- Experience working/consulting one on one with a customer

- Professional phone and in-person presence

- Ability to understand technical equipment/attention to detail

- Level of empathy and patience working with customers

- familiarity and usage of MS office suite

NICE TO HAVE:

- Medical or clinical background

- Knowledge of HIPPA laws

- Insurance knowledge

- Knowledge of medical lingo

- Someone pursuing a degree in Respiratory Therapy

- EPIC or BrightTree software experience

SOFT SKILLS:

- ability to resolve conflict and de-escalate situations. Ask for examples

- thick skin as some customers are very upset

- patience they are dealing with older patients who need more assistance then others

Experience Level:

Entry Level

send resume' to kvanduren @teksystems.com

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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