Contact Center Specialist

Ventra Health, Inc.; Northern (KY); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

Performance-based incentive plan

Referral bonus

Job summary

Ventra Health, Inc. seeks a Contact Center Specialist to handle patient billing inquiries, insurance questions, and EOBs. You will use internal systems to assist with billing needs and ensure proper documentation.

The role emphasizes strong customer service, accurate data entry, and timely issue resolution. The ideal candidate has an Associate's degree and at least one year in a healthcare call center, with fluency in English and knowledge of ICD-10/CPT codes.

Qualifications

• Associate's degree required; Bachelor's degree in related field preferred.
• Minimum 1 year of customer service experience in a high-volume healthcare call center.
• Fluency in English; knowledge of EOBs, ICD-10 and CPT codes, and insurance plans.

Responsibilities

• Answer incoming calls regarding patient bills, insurance, EOB forms, and payments.
• Troubleshoot inquiries, document and close issues, and explain timeframes.
• Collaborate with internal departments to resolve denials and missing payments.
• Performs special projects and other duties as assigned.

Skills

Fluent English

Explain benefits coverages

ICD-10 CPT Codes

Strong communication

Time management

Organization

Customer service

Teamwork

Ability to analyze documents

Education

Associate's degree

Bachelor's degree preferred

Tools

Microsoft Word

Microsoft Excel

Database software / CRM

Job description

About Us

Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.

• Come Join Our Team!

  • As part of our robust Rewards & Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards.

• Help Us Grow Our Dream Team — Join Us, Refer a Friend, and Earn a Referral Bonus!

Job Summary

TheContact Center Specialist 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 and Tasks

• 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.
• Performs special projects and other duties as assigned.

Education and Experience Requirements

• Associate's degree (2 years), required and Bachelor's degree in any related field, preferred.
• One (1) year of customer service experience in a high volume, fast paced environment (Healthcare call center experience preferred).

Knowledge, Skills, and Abilities

• Fluency in English.
• 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 time management skills.
• Strong organizational skills.
• Strong customer service 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.

Compensation

• Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
• This position is also eligible for a discretionary incentive bonus in accordance with company policies.

Ventra Health

Equal Employment Opportunity (Applicable only in the US)Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions.

Statement of AccessibilityVentra Health is committed to making our digital experiences accessible to all users, regardless of ability or assistive technology preferences. We continually work to enhance the user experience through ongoing improvements and adherence to accessibility standards. Please review at https://ventrahealth.com/statement-of-accessibility/.