Cpa Medical Billing Hiring for Call Center Representative Job at East Haven, CT Full Time

POSITION SUMMARY

Responds to a wide range of customer calls in a fast-paced call center environment and correspondence regarding third party coverage to ensure that patient accounts reflect accurate information.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Retrieve voice mails throughout the day and respond to callers promptly.
• Answer incoming calls within two rings in a pleasant and courteous manner 100% of the time.
• Promptly respond to billing questions as able while on the call.
• Research account issues as needed, responding to callers within 24 hours. If obtaining a resolution takes longer than 24 hours, advise the caller of such and establish a day and time to reconnect.
• Escalate call to manager of that center if caller requests or you deem necessary.
• Verify insurance as needed. Update insurance on account and re-bill insurance as needed.
• Enter a note on the patient’s account with problem and action taken.
• Following departmental procedure, transfer patient overpayments to appropriate tickets with open balances.
• Give problems regarding missing payments to manager of that account.
• Respond to written and emailed requests for documentation from attorneys, insurance companies and patients within 48 hours of receipt of request. Ensure the proper authorizations are included with requests. Follow written procedure to process requests.
• Post credit card payments from caller, fax, mail or email receipt. Reconcile batches daily.
• Work returned patient mail looking up current mailing addresses online and in the system. Call guarantors as needed. Update address information in system and resend bill based on procedure.
• Generate patient statements for client facilities weekly, per procedure. Advise management after each generation or when unable to generate.

ADDITIONAL GENERAL REQUIREMENTS

Professional positive attitude, vision, understanding of customer service principals, trustworthiness, and excellent interpersonal skills to successfully accomplish tasks necessary to meet high standards of ethical and social responsibility required by this position.

EDUCATION: High School Diploma. Medical Billing and Procedures experience preferred.

EXPERIENCE: 1-3 Year Customer service experience. Experience with Windows applications, proficient use of computer, Microsoft Word and Microsoft Excel. Strong communication, verbal and written and interpersonal skills. Ability to analyze and solve problems with limited assistance. Ability to maintain confidentiality.

LANGUAGE SKILLS: Knowledge and use of the English language, Bi-lingual a Plus

MATHEMATICAL SKILLS: Basic math skills

REASONING ABILITY: Critical thinking, analytical and problem-solving skills

STANDARD REQUIREMENTS

• Supports an ethical standard which complies with a code of conduct free of conflicts of interest.
• Supports the Mission and Values of CPa.
• Supports, cooperates with, and implements specific procedures and programs for:
  • Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs.
  • Confidentiality of all data, including patient, employee and operations data.
  • Quality Assurance and compliance with all regulatory requirements.
  • Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal and discriminatory behavior.

• Supports and participates in common teamwork:
• Cooperates and works together with all co-workers; plan and complete job duties with minimal supervisory direction, including appropriate judgment.
• Uses tactful, appropriate communications in sensitive and emotional situations.
• Follows up as appropriate with supervisor and co-workers regarding reported complaints, problems and concerns.
• Promotes positive public relations with patients, physicians and site staff.

EQUIPMENT / MACHINES USED IN THE PERFORMANCE OF THIS JOB

Excellent PC skills including knowledge of Microsoft Office, Internet and database management tools.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Performing the duties of this job requires sitting or standing for long periods of time. Occasional bending, stretching or lifting. Ability to hear normal range of voice. Ability to prepare written reports and use telephone equipment.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As a representative of CPa Medical Billing, incumbent must conduct himself/herself at all times in a professional, positive, respectful, and supportive manner.

CPaMB is firmly committed to equal employment and advancement opportunities for all present employees as well as for applicants in all phases of the employment process (recruitment, hiring, assignment, conditions of employment, compensation, benefits, training, promotion, transfer, discipline and termination). Therefore, except in cases of bona fide occupational qualification, CPaMB will act without regard to race, color, religion, national origin, age, sex, marital status, sexual orientation, gender identity or expression, genetic information, present or past history of mental disability, intellectual disability, learning disability or physical disability including blindness, veterans status, or any other characteristics protected by law, in all aspects of the employment process and relationship. This policy is based on the understanding that the applicant is able to handle the job requirements, with or without reasonable accommodations.