Customer Service Representative

Be a part of our growing team at our brand new Phoenix facility! As a Customer Service Representative in our Infusion Accounts Receivable (A/R) Department, you will provide support to our Specialty Infusion members with questions and concerns related to their billing and payments.

In this Customer Service Representative role, you will answer questions regarding charging, insurance, and billing. You will also be monitoring the review of patient liabilities for payment status and providing excellent customer service through collection processes and patient inquiries.

Additional responsibilities of the Customer Service Representative include:

Perform and complete all necessary customer service and collection procedures while maintaining expected call volumes

Secure and update account demographic information

Request payments from guarantor in accordance with established policies and procedures

Document accounts appropriately for follow up and coordinate as needed with other departments or units to facilitate timely resolution

Process credit card and check payments accurately

Interpret letter series and patient facing communications to resolve patient inquiries

Offer monthly payment plans where patient are unable to pay the full outstanding balance in accordance with defined policies and procedures

Seek delinquent balance collections by contacting patients via telephone

Focus on attaining daily productivity standards, recommending new approaches for enhancing performance and productivity when appropriate

Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and “leading practices” #phxfinance

Required Qualifications

3+ years of experience in customer service, billing/collections, or call center environment

1+ years of experience working with the Microsoft Office Suite

Preferred Qualifications

P rior related healthcare Revenue Cycle experience preferred, preferably within third party payment methodologies and documentation

Knowledge of healthcare billing, collections practices, and/or infusion services is preferred

Ability to speak and understand languages other than English, (i.e. Spanish)

Exceptional communication, customer service skills, and phone etiquette

Familiarity with customer service expectations, computer processing, and medical and billing office terminology

Prior experience working in a call center environment

Able to work independently with little direction while managing multiple tasks simultaneously, prioritizing issues as they arise and escalating issues when appropriate

Education

Verifiable High School Diploma or GED is required.

Business Overview

Coram CVS/specialty infusion services is a leading national provider of specialty home infusion and specialty pharmacy services. The integration of Coram into CVS Health enables the company to offer enhanced, comprehensive infusion services; expanded payer access; and a national network of more than 85 locations, including 65 ambulatory infusion suites. Providing infusion therapies and services to over 20,000 patients each month, Coram cares for patients through all phases of their healthcare continuum including clinical and compliance monitoring, and individual patient counseling. CVS Health, through our unmatched breadth of service offerings, is the nation’s largest pharmacy health care provider transforming the delivery of health care services in the U.S. Our energetic and service-oriented colleagues embrace fresh ideas, new perspectives, a diversity of experiences, and a dedication to service to meet the needs of the many people and businesses relying on us each day.