Call Taking Customer Service Rep

Yale NewHaven Health; North Haven, Northern (CT, KY); Hybrid; USD 40,000 - 56,000; Full time

Job summary

Yale NewHaven Health is seeking a Customer Service Representative for Y Access Transport to provide professional, courteous service to hospitals, Skilled Nursing Facilities, patients, and clients calling to schedule transportation, verify benefits, and arrange payments.

You will document details, confirm payer sources, handle authorizations, and ensure HIPAA-compliant data handling while maintaining accuracy and timely communications.

Qualifications

• EMS customer service experience or related medical service preferred.
• High school diploma or GED required; bachelor’s degree preferred.
• Strong oral, written and interpersonal communication skills; detail-oriented and team-oriented.

Responsibilities

• Answering the phone in a timely manner.
• Booking transportation calls for ambulance and wheelchair services.
• Booking calls from online referrals.
• Taking notes on calls: destination, doctor, floor, and reason for appointment.
• Verifying benefits and identifying the primary payor.
• Submitting authorizations timely and handling payments.
• Maintaining HIPAA-compliant handling of PHI and company policies.
• End of shift duties and adherence to safety standards.

Skills

EMS customer service

Documentation

Communication

Teamwork

Attention to detail

Education

High School diploma or GED

Bachelor's degree preferred

Job description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Customer Service Representative Y Access Transport is responsible for providing professional and courteous customer service to the Hospitals, Skilled Nursing Facilities, patients and clients that call in to set up transportation, make payments, or ask any general questions about our services. This position ensures that all necessary information is obtained by the caller to schedule the proper mode of transportation or response, obtain the proper authorizations, and establish the method of payment or payor for non-emergency claims.

EEO/AA/Disability/Veteran

Responsibilities

• 1.Answering the phone in a timely manner
• 2.Booking transportation calls for both ambulance services and wheelchair services
• 3.Booking calls from our online referral sources
• 4.Taking proper notes on calls, as to where the patient is going, which doctor, and floor for all calls with appointments, and state the reason for the appointment
• 5.Verifying benefits and identifying who the primary payor is
• 6.Attaching benefits to calls with proper file names
• 7.Submitting authorizations timely
• 8.Calculating the costs of private pay trips
• 9.Taking credit card payments
• 10.Sending out Letters of Intent for payment, with notes as to who is paying
• 11.Sending facilities or doctors' offices Medical Necessity forms
• 12.Verifying through workflows that you have double checked your days, calls for accuracy, and any authorization requests have been sent
• 13.Prebilling the calls for the selected payors
• 14.Clearing out the scan fax drive and attaching or printing any needed documents to calls
• 15.End of shift duties
• 16.Diligent adherence to protection of Personal Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) regulations
• 17.Support and uphold established corporation and department policies, procedures, objectives, quality improvement, and safety standards
• 18.Maintain positive behaviors, approaches, attitude, and commitment to interpersonal service to customers, visitors, and coworkers. Maintain a calm, non-emotional, and professional atmosphere in the organization at all times
• 19.Attend scheduled department meetings and training sessions
• 20.Adhere to all company policies and procedures
• 21.Perform other duties as assigned by management

Qualifications

EDUCATION

High School diploma or GED required. Bachelor's degree in a related field preferred.

EXPERIENCE

Two (2) years EMS customer service experience or related medical service preferred.

LICENSURE

Ability to obtain Emergency Medical Dispatcher (EMD) Certification within 6 months (180 days) of employment. Current certification as a CT EMT preferred.

SPECIAL SKILLS

Knowledge of Medicare/Medicaid Regulations Knowledge of ICD-9 and ICD-10 Codes Effective oral, written, and interpersonal communication skills Ability to work in a team-like setting, sharing responsibilities Ability to concentrate on fine detail with constant interruption

PHYSICAL DEMAND

Ability to stay seated for long periods of time without relief.

YNHHS Requisition ID

193044