Customer Care Specialist (Healthcare Call Center)

We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

The customer service representative is the advocate of the patients for the Company. Under general supervision, the representative is responsible for the timely processing of all new patient accounts, coordinates scheduling of services for assigned sales representative, maintain patient files, and the production of all delivery paperwork.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following as well as other duties and responsibilities, which may be assigned.

• Interact with clients on a regular basis to make sure all needs are met.
• Is responsible for accurately loading all patient information into working system, generating all delivery paperwork for sales, rental & service orders, provide a high level of customer service to patients, referral & pay sources
• Is responsible for maintaining a strong working knowledge of products & services, funding sources and company policies & procedures. Develop and maintain a strong understanding of specific requirements of contracted providers.
• Is responsible for maintaining patient files as specified in company policy, and other tasks as required.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and must possess the ability to: interact professionally and ethically with patients, caregivers; handle multiple tasks simultaneously; provide clear, concise oral and written directives/communications; quickly assess situations and respond appropriately; handle special requests in a sensitive, professional manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Familiarity with insurance rules and regulations preferred.

High school diploma.

Previous billing experience preferred.

Analytical skills required

TRAINING:

Our industry is a highly regulated industry, and because of that and our commitment to providing the best in class products, services, and support, we require ALL employees to complete the following training programs prior to the marketing and promotion of our products, services, and support systems:

CONTINUING EDUCATION:

To continue to be best in class within our industry, we require all employees to participate in ongoing education to maintain / increase their competency or in the event the team member changes responsibility within the company. We also require our specific licensed professionals, such as RN, CPA, to remain licensed in their specific field and maintain the standards according to the specific state licensure.

Notice:

Employment with the Company is “at will.” This means a team member or the Company may end a team member’s employment at any time with or without reason. None of the Company’s policies, procedures, or practices, including those set forth on the Company Website and/or Intranet, are to be viewed as creating any promises or contractual rights. They are guidelines that the Company may, at its discretion, change at any time without prior notice to any team member. The information contained in this policy replaces all previous handbooks and other statements of Company policies, rules, and procedures.

ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.