Call Center Representative

POSITION OVERVIEW:

The Call Center Representative’s first priority is resolving all incoming calls. The representatives act as the primary contact between Healthcare Administrative partners clients and patients.

KNOWLEDGE AND SKILL REQUIREMENTS:

• Ability to effectively communicate with all levels of the organization and external customers
• Ability to be calm and confident in verbal and written communications
• Strong, quick-thinking, problem solving abilities
• Ability to solve basic mathematical equations
• Has a good understanding of operating within multiple network drives
• Proficiency in Microsoft Office software; Word, Excel and Outlook
• Ability to multitask while accessing multiple data bases and sites at the same time
• Able to work under strict deadlines and time constraints
• Planning, organizing and prioritizing work independently
• Capability to work within a team setting and aid in reaching the call center’s yearly goals

DUTIES:

• Providing excellent customer service for all calls
• Comprehension of insurance billing concepts, such as deductibles, co-insurance, co-pays, denials, appeals and types of insurances
• Have a basic understanding of all HAP’s clients, such as location specialty, billing rules and utilize this knowledge to resolve patient calls
• Adhere to all of the Call Center’s protocol, policies and procedures
• Understanding and interpreting insurance Explanation of Benefits
• Adhere to payment plan guidelines and process credit card payments correctly
• Analyzing EOB’s to ensure payments and adjustments are applied correctly
• Ability to read, interpret and carry out written and verbal communications professionally within HAP, the patients and business entities
• Dictating and responding to all voicemails and emails sent to the call center
• Utilizing proper procedure for notating accounts
• Communicating unresolved issues to supervisor
• Taking accountability for personal metrics and quality customer service experiences
• Developing and implementing improvement plans with supervisor when metrics are not met
• Assisting with special projects and performing other duties as assigned

ESSENTIAL FUNCTIONS:

• Striving to achieve 85% first call resolution
• Completing HAP’s HIPAA compliance training and achieving the targeted score of 80%
• Resolving assigned NCOA edits daily
• Understanding of and navigating the current Medical Billing software
• Average call time should not exceed 3:30 minutes per call by the end of three months
• Average calls per month should meet the minimum requirements of 1000 calls taken per month by the end of three months
• Ability to review an Audit Journal daily to ensure the accounts worked are balanced monetarily
• Able to communicate well in both verbal and written communication in both the Spanish and English languages
• Dictating Spanish voicemail messages and returning calls within 24 hours

REQUIRED EDUCATION AND EXPERIENCE:

• High School Diploma required
• Call Center and/or Customer Service experience required

Healthcare Administrative Partners is an equal opportunity employer and encourages diversity in the workplace.

Job Type: Full-time