Bilingual Customer Service Representative

Zohorecruit; Jacksonville (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Ventra Health is seeking a Bilingual Customer Service Representative to handle incoming calls about patient bills, insurance, EOBs, and payment arrangements. You will use multiple internal systems to assist with overall billing needs.

Essential functions include delivering exceptional service, documenting issues, researching insurance denials, and mailing statements in compliance with HIPAA. High school diploma and 1 year in a call center are required; bilingual Spanish is needed.

Qualifications

• High School Diploma or equivalent required.
• One year of call center customer service in a high-volume environment; healthcare call center preferred.
• Bilingual Spanish required.

Responsibilities

• Answer incoming calls regarding patient bills, insurance, EOBs, and payment arrangements.
• Provide exceptional customer service, document, record, and close issues.
• Research insurance denials and missing payments with other departments.
• Print and mail itemized statements while following HIPAA regulations.
• Perform special projects and other duties as assigned.

Skills

Customer service

Bilingual Spanish

Oral and written communication

Teamwork

HIPAA compliance knowledge

Education

High School Diploma

Tools

Word processing software

Spreadsheets

Database software

Job description

Ventra Health's solutions drive toward solving reimbursement and practice management challenges that a hospital-based specialty like anesthesia and emergency medicine face. We do this by identifying the root cause of issues that lead to languished revenue, increased costs, heightened compliance risks and inefficient operations.

Our service and technology solutions include revenue advisory, analytics, RCM services and technology solutions that help healthcare providers drive optimization, compliance and efficiency. www.ventrahealth.com

Job Description

Job Summary

The Bilingual Customer Service Representative role will be responsible for answering a variety of incoming calls regarding patient medical bills, insurance, Explanation of Benefits (EOB) forms, and bill payment arrangements. This role will utilize multiple internal systems to assist with overall patient billing needs.

Essential Functions & Responsibilities

• Provides exceptional customer service to callers. Troubleshoots billing inquiries, explains benefits coverages, and explains course of action and timeframes.
• Ensures proper documentation, recording, and closure of issues.
• Collaborates with other internal departments to research insurance denials, missing payments, and attorney requests.
• Prints and mails itemized statements to patients and insurance companies while abiding by HIPAA regulations.
• Performs special projects and other duties as assigned.

Requirements

Minimum Qualifications

• Education: High School Diploma or Equivalent.
• Experience: One (1) year of call center customer service experience in a high volume, fast paced environment. Healthcare call center experience preferred. Bilingual Spanish.
• Licensing/Certification/Registration: NA

Knowledge, Skills, and Abilities (KSAs)

• Knowledge of the Explanation of Benefits.
• Knowledge of a variety of insurance plans.
• Knowledge of ICD-10 and CPT Codes.
• Strong word processing, spreadsheet, and database software skills.
• Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages; and working with decimals.
• Strong oral, written, and interpersonal communication skills.
• Strong organizational skills.
• Ability to understand, analyze, interpret, and explain complex documents.
• Ability to work in a team environment.
• Ability to adhere to standards and quality guidelines.
• Ability to read, understand, and apply state/federal laws, regulations, and policies.
• Ability to remain flexible and work within a collaborative and fast paced environment.
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner.