Customer Service Healthcare

Customer Service Representative

As a Customer Service Representative, you will be responsible for providing assistance to patients, guiding them to use the automated system or connecting them to our accounting department. You will work with third-party insurances and see limited details about payments made by the insurance, check the status of the account whether if there is a remaining balance or if it is paid in full. Meduit is a revenue type of program that facilitates different payment methods to patients who have pending medical bills (not complete the payment transaction). Therefore, the agent will educate the patient in the proper steps to walk through over the platform. A Customer Service Agent must show empathy, active listening, attention to details, and have strong communication skills.

Responsibilities and duties:

• Reduce outstanding accounts receivable by managing self-pay inventory
• Analyzes accounts for proper billing procedures and takes necessary action to rebill/resolve as necessary
• Determines whether patient or insurance should be contacted for payment by reviewing account history and notes on Meduit Health Services inventory management system as well as the client system
• Contacts the patient by telephone to help patients/customers with current balances on their account and to follow through with the payments until the account is paid in full. Utilizes tools, including computer programs, when indicated
• Provides excellent customer service and timely response to questions and issues related to benefits, billing, claims, payments, etc.
• Reviews and analyzes insurance Explanation of Benefits to determine patient responsibility, adjustments, and write-offs and handles each situation accordingly
• Recognizes billing issues (pre-certs/no-auths/timely filing/urgent requests) specific to the client and understands the necessary process for resolving them
• Inputs, retrieves, and modifies information and data stored in computerized systems and programs; generates reports using computer software
• Explains charges, answers questions, and communicates a variety of requirements, policies, and procedures regarding patient financial care services and resources to patients, staff, payors, and agencies
• Other duties as assigned

Qualifications:

• High school diploma
• Being passionate about customer service and helping others
• Multitasking skills
• Good time management and attention to detail
• C1 English level
• Background in insurance/medical field
• Empathy
• Adaptability
• Negotiation skills