Customer Services Representative - Remote Opportunity with a Leading Healthcare Organization

Join Our Team: Delivering Exceptional Patient Experiences from the Comfort of Your Own Home

We are a dynamic and patient-centric healthcare organization dedicated to providing top-notch services to our clients. As a leader in the industry, we are committed to fostering a culture of compassion, empathy, and understanding. We are now seeking a highly skilled and motivated Customer Services Representative to join our remote team, playing a crucial role in shaping the patient experience and driving our mission forward.

About the Role

As a Customer Services Representative, you will be the primary point of contact for our patients, addressing their queries, concerns, and needs in a prompt, courteous, and professional manner. Your exceptional communication skills, both verbal and written, will enable you to resolve patient issues efficiently, ensuring a positive experience and building trust in our organization.

Key Responsibilities

• Handle a high volume of customer service calls (averaging 65 calls per day) within 2 minutes of the call hitting the system, providing timely and effective resolutions to patient inquiries.
• Demonstrate expertise in Microsoft Office products and Internet navigation to efficiently manage patient accounts, payments, and services.
• Communicate clearly, concisely, and understandably, both verbally and in writing, to ensure seamless interactions with patients and internal stakeholders.
• De-escalate tense situations with difficult customers, maintaining a positive and composed demeanor.
• Take patient demographics and other relevant information as needed, ensuring accuracy and completeness.
• Review Explanation of Benefit (EOB) documentation and notate accounts on collection activity to perform account resolution.
• Verify patient bills for accuracy and completeness, obtaining any missing information and ensuring timely completion.
• Collect patient payments in accordance with payment due dates and establish payment plans within approved guidelines.
• Create and mail necessary patient statements and return mail in a timely manner, maintaining a high level of organization and attention to detail.
• Foster an atmosphere of comfort and peace, prioritizing patient satisfaction and making it easy for them to interact with our organization.
• Attend in-services, seminars, and webinars for ongoing education and performance improvement, staying up-to-date with industry developments and best practices.
• Maintain regular and reliable attendance, adhering to the required schedule of 10:30 am to 7:00 pm (CST).

Essential Qualifications

To succeed in this role, you will need:

• A high school diploma or equivalent, with a minimum of 1 year of experience in customer service and/or call center industry or an equivalent combination of education and experience.
• Customer Service Basics or equivalent training is preferred, demonstrating your understanding of customer service principles and practices.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with patients, colleagues, and internal stakeholders.
• Proficiency in Microsoft Office products and Internet navigation, with the ability to quickly adapt to new software and systems.
• A strong customer-centric approach, with a passion for delivering exceptional patient experiences and driving positive outcomes.

Skills and Competencies

To excel in this role, you will need to possess:

• Outstanding verbal and written communication skills, with the ability to articulate complex information in a clear and concise manner.
• Strong problem-solving and analytical skills, with the ability to resolve patient issues efficiently and effectively.
• A customer-centric mindset, with a deep understanding of patient needs and expectations.
• The ability to work in a fast-paced, dynamic environment, prioritizing multiple tasks and managing competing demands.
• A proactive and adaptable approach, with a willingness to learn and grow with our organization.

Career Growth Opportunities and Learning Benefits

As a Customer Services Representative with our organization, you will have access to ongoing training and development opportunities, enabling you to enhance your skills and advance your career. Our comprehensive training programs will equip you with the knowledge and expertise needed to succeed in your role, while our career development initiatives will support your long-term goals and aspirations.

Work Environment and Company Culture

As a remote team member, you will enjoy the flexibility and autonomy of working from the comfort of your own home. Our organization is committed to fostering a culture of inclusivity, diversity, and respect, where everyone is valued and supported. We prioritize employee well-being and offer a range of benefits and perks to promote a healthy work-life balance.

Compensation, Perks, and Benefits

We offer a competitive compensation package, along with a range of benefits and perks that recognize your hard work and dedication. While specific details are not disclosed here, our comprehensive rewards program is designed to support your overall well-being and provide a fulfilling employment experience.

Join Our Team

If you are a motivated and compassionate individual with a passion for delivering exceptional patient experiences, we encourage you to apply for this exciting opportunity. As a Customer Services Representative with our organization, you will play a vital role in shaping the patient experience and driving our mission forward. With our commitment to ongoing training and development, career growth opportunities, and a culture of inclusivity and respect, we offer a rewarding and fulfilling employment experience that will support your long-term goals and aspirations.

To be considered for this role, you must be able to work the required schedule of 10:30 am to 7:00 pm (CST) and pass a background check and drug screen.

We are an equal opportunity employer, committed to diversity and inclusion in the workplace. If you are ready to make a meaningful difference in the lives of our patients, we look forward to receiving your application.