Customer Care Representative

Shields; Quincy, Northern (MA, KY); Hybrid; USD 25,000 - 37,000; Full time

Job summary

Shields Health is seeking a Customer Care Representative to join our team and contribute to the goals of Shields Health by providing exceptional customer service with professionalism, efficiency and accuracy. The position will be fully remote for one of the following schedules: Monday-Friday 11am-7:30pm, Monday-Friday 8:30am-5:00pm, Tuesday-Saturday 9:30am-6:00pm.

In-person training is required in Brockton, MA.

Qualifications

• Excellent communication skills and computer proficiency required
• Attention to detail and typing accuracy required
• Ability to follow instructions with minimal supervision
• One year medical billing and/or office experience is desirable
• Proven ability to multi task and exceed customer expectations is required
• Ability to sit for extended periods of time while simultaneously performing data entry and information intake via phone. Can be met with or without reasonable accommodation.
• High School Diploma required

Responsibilities

• Appointment scheduling, rescheduling and canceling in a professional manner.
• Screen patients over the telephone for contradictions to MRI.
• Accurately document responses in RIS system.
• Create necessary follow up if needed.
• Acquire the necessary information to submit a claim for payment and receive reimbursement.
• Renal screen all patients receiving contrast, contraindications require need for recent labs prior to exam.
• Acquire the necessary films and lab reports prior to patient scan date.
• Responsible for ensuring that all written orders received via the fax router are exact, when compared to the SHCG patient file (i.e. patient information, scan type and clinical indications).
• Responsible for processing, cataloging and filing all fax router files received.
• Maintain and respect confidentiality for all customer groups.
• Respond appropriately to scheduling emergency patient situations.
• Answer patient and doctor concerns with accuracy, efficiency and in a professional manner.
• Keep management informed of situations and conditions with potential impact on the company, particular department(s) or customer group.
• Remain current on any changes in policies or procedures that modify daily work functions.
• Responsible for instructions, processing and documentation of written orders Performs other related duties as required

Skills

Communication skills

Computer proficiency

Attention to detail

Typing accuracy

Multitasking

Education

High School Diploma

Tools

RIS system

Job description

Job Summary

We are looking for a Customer Care Representative to join our team and contribute to the goals of Shields Health by providing exceptional customer service with professionalism, efficiency and accuracy. The Customer Care Representative will perform the necessary tasks to successfully maximize the collection of revenue. The position will be fully remote for one of the following schedules: Monday-Friday 11am-7:30pm Monday-Friday 8:30am-5:00pm Tuesday-Saturday 9:30am-6:00pm The position requires mandatory in-person training in Brockton, MA.

Job Description: What you will do

• Appointment scheduling, rescheduling and canceling in a professional manner.
• Screen patients over the telephone for contradictions to MRI.
• Accurately document responses in RIS system.
• Create necessary follow up if needed.
• Acquire the necessary information to submit a claim for payment and receive reimbursement.
• Renal screen all patients receiving contrast, contraindications require need for recent labs prior to exam.
• Acquire the necessary films and lab reports prior to patient scan date.
• Responsible for ensuring that all written orders received via the fax router are exact, when compared to the SHCG patient file (i.e. patient information, scan type and clinical indications).
• Responsible for processing, cataloging and filing all fax router files received.
• Maintain and respect confidentiality for all customer groups.
• Respond appropriately to scheduling emergency patient situations.
• Answer patient and doctor concerns with accuracy, efficiency and in a professional manner.
• Keep management informed of situations and conditions with potential impact on the company, particular department(s) or customer group.
• Remain current on any changes in policies or procedures that modify daily work functions.
• Responsible for instructions, processing and documentation of written orders Performs other related duties as required

Required Qualifications

• Excellent communication skills and computer proficiency required
• Attention to detail and typing accuracy required
• Ability to follow instructions with minimal supervision
• One year medical billing and/or office experience is desirable
• Proven ability to multi task and exceed customer expectations is required
• Ability to sit for extended periods of time while simultaneously performing data entry and information intake via phone. Can be met with or without reasonable accommodation.
• High School Diploma required

Preferred Qualifications

Medical office or healthcare administration courses preferred Knowledge of anatomy, medical terminology and insurance requirements is preferred.

Additional Job Description

The range for this position is $18-$27/hr + benefits. Individual pay is based on skills, experience, and other relevant factors. It is not intended that this Job Description include all details of the work functions of this position. The incumbent will perform work of lower or equivalent classification as required or directed and work of higher classification for training and development purposes or as warranted. Employment is contingent on presentation of work related credentials. These credentials vary based on the position offered and the location offered, but may include vaccinations, licensure, and certifications. A detailed list will be sent upon offer and available during the interview process when requested.

Equal Opportunity Statement

Shields Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

About Shields Health

Shields Health is an independent, Massachusetts-based leader in healthcare services, known for blending exceptional patient care with cutting-edge technology. With over 50 years of proven success, we’re proud to be one of the most sought-after names in the industry. At Shields, we don’t just deliver high-quality diagnostic imaging – we foster a culture of belonging and inclusivity, where every individual is valued. We offer unmatched career growth, a collaborative and supportive work environment, and exciting opportunities to learn, innovate, and thrive together. Our employees take enormous pride in delivering the best quality services with enthusiasm, commitment, and compassion. Ours is a family-owned and operated business, committed to playing a leading role in the continued advancement of medical imaging, but grounded in the same family values of caring and support – which we practice internally as well as with our patients.