Customer Service Representative

Company Overview

National Partners in Healthcare (NPH) is a progressive healthcare company specializing in anesthesiology. We partner with physicians and health systems to deliver high quality care, aligning synergies and best practices to achieve superior outcomes. As a leader in the industry, we believe in developing a foundation of trust, transparency, and excellence in everything we do. The success of our company has created excellent career advancement opportunities that support a healthy work/life balance.

Position Summary:

The customer service representative is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries

Essential Duties and Responsibilities:

- Answer incoming patient, insurance company and physician office telephone calls.

- Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.

- Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.

- Whenever possible, resolves question directly so that patient receives prompt satisfaction.

- Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.

- Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.

- Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.

- Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.

- Identifies and communicates complaint patterns to management team.

- Maintains strictest confidentiality.

- Document all actions in the system notes.

- Demonstrate a positive attitude and serve others with personal service 100% of the time.

- Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.

- Meet Customer satisfaction standards set forth by management

- Meet Productivity/Performance standards as set forth by management.

- Adhere to all company policies and procedures.

- Adherence to and compliance with information systems security is everyones responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.

Non-Essential Duties and Responsibilities:

- Perform other duties as assigned.

Qualifications

Education/Licensing/Certification:

- High-school graduate or equivalent.

- Associate degree in business administration or related field of study is preferred.

Experience:

- Two (2) years of collections experience preferred or equivalent combination of educational and experience will be considered.

- One (1) year of healthcare experience required.

Knowledge and Skills:

- Excellent verbal and written language skills to answer customer concerns in simple, understandable language.

- Proficiency with math skills - (i.e., skill in calculation of charges, payments and adjustments)

- Knowledge of insurance processing, guidelines and general laws related to all payers

- Must be able to establish proficiency in using the IDX practice management system

- Excellent customer service skills

- Ability to multi-task effectively

- Data entry skills

- Basic knowledge of CPT, ICD-9 and ASA codes

- Sound problem solving skills & decision making ability

- Strong analytical skills

- Skill in gathering and reporting information from multiple sources, (IDX, internet, electronic records)

- Must have a pleasant disposition and high tolerance level.

- Must display a positive teamwork attitude and strong interpersonal skills

- Ability to work effectively and independently with staff, physicians and external customers with limited supervision

- Ability to maintain confidentiality

- Ability to read, write, and speak English

- Willingness and ability to follow direction and/or company policy as directed by management.