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Call Center Billing Representative

Transend MSO, Inc. provides administrative support to New Oakland Family Centers who offers top-tier psychiatric care, therapeutic counseling, and educational services to individuals and families. We are committed to providing consistent, compassionate support, responding to each person's needs, and treating everyone with the highest level of respect through active engagement in our communities.

Schedule: Full-time, shift-based schedule as determined by the Director or Supervisor, including one required weekend shift per month.

Reports to: Director of Clinical Resources / Call Center Supervisor / Call Center Manager

Compensation: Hourly Employee; $18-$24/hour. Commensurate with experience.

Position Summary

The Call Center Billing Representative at New Oakland Family Centers is responsible for delivering exceptional customer service while supporting consumer access and billing operations. This position requires a thorough understanding of the center's protocols, policies, and procedures. The representative professionally responds to consumer inquiries, providing prompt, accurate, and courteous assistance with appointment scheduling, billing inquiries, insurance verification, payment posting, and account management. The role serves as a key point of contact for consumers, ensuring a positive experience while maintaining accurate billing and financial records.

Key Responsibilities

• Assist with scheduling and rescheduling all routine and non-routine medical services for all New Oakland locations.
• Promptly and professionally answer calls, complete phone intakes, and handle medical service requests and inquiries, including verifying and rescheduling appointments and initiating treatments.
• Verify insurance and assists with other billing matters when required.
• Review outpatient schedules, partial hospitalization admissions, and insurance verification tickets daily for completion.
• Complete daily phone calls which consist of verifying appointments, rescheduling appointments, initiating treatment or similar duties.
• Handle daily customer service support via phone to address various billing concerns brought forward via respective tickets (billing, insurance verification).
• Communicate clearly and professionally with consumers and staff, providing pre-visit instructions, directions, and relaying provider instructions.
• Demonstrate flexibility in providing call center coverage through scheduling adjustments for absences, events, or call volume changes.
• Provide continued support of call center schedule/staff working one weekend shift per month and coverage of call center related work when billing concerns are resolved, or volume is low.
• Assist with providing coordination between emergency departments, inpatient hospitals, schools, families, therapists, and NOFC ICS services.
• Manage prior authorization requests by gathering necessary information, coordinating with providers, and following up to ensure approval.
• Participate in team meetings, support a collaborative environment, and provide flexible coverage.
• Maintain a positive, adaptable attitude, embrace learning opportunities, and implement feedback for professional growth.
• Stay current with professional training requirements.
• Perform other duties as assigned to support clinic operations.

Working Conditions

• Employees are expected to maintain a professional appearance in alignment with the Employee Handbook and be prepared for active engagement with consumers.
• This role requires extended periods of remaining in a stationary position during HIPAA-compliant communications and requires the ability to perform physical activities such as bending and reaching. Reasonable accommodations can be provided to enable individuals with disabilities to perform these essential functions as needed.
• The workspace must maintain a quiet and professional environment including minimizing noise and distractions to ensure a safe, confidential and supportive atmosphere for consumers in accordance with professional and ethical standards.
• Proficiency in using computers, phones, and office equipment for documentation and telehealth purposes is necessary. This includes but is not limited to Office 365 and Electronic Medical Record systems.
• The role may require moving within the office or traveling between locations to fulfill job responsibilities. Reasonable accommodation will be considered based on individual needs.

Qualifications

• High school diploma or equivalent required.
• Strong communication and coordination skills, with the ability to work effectively with diverse populations.
• Proficiency in data entry and electronic medical records (EMR) systems preferred.
• Ability to work in a fast-paced environment while maintaining professionalism and customer service focus.

Desired Skills

• Strong multitasking abilities, with effective time and project management skills.
• Ability to work collaboratively within a multidisciplinary team.
• Excellent written and verbal communication skills.
• Exceptional attention to detail and accuracy.
• Ability to effectively engage diverse populations, including children, adolescents, and adults.