Customer Service Rep - Full Time - 3147

Wilmington Health; United States; On-site; USD 23,419 - 31,684; Full time

Job summary

Wilmington Health is seeking a patient account coordinator to promptly answer calls, respond within 24 hours, and document all interactions in the billing system. You will collaborate with the appropriate team to resolve requests and, when needed, set up payment plans or process credit card payments daily.

Ideal candidates have a high school diploma and 2–4 years in a medical office or customer service role, with knowledge of medical terminology and insurance reimbursement policies.

Qualifications

• High school diploma or equivalent.
• 2–4 years' experience in a medical office or customer service role.
• Equivalent combination of education and experience.
• Ability to handle multiple phone lines with strong customer service.
• Knowledge of medical terminology.
• Familiarity with insurance reimbursement policies.

Responsibilities

• Promptly answers patient phone calls.
• Returns calls within 24 hours.
• Resolves patient requests in a courteous manner.
• Responds to patient written requests.
• Documents details of complicated requests and works with the appropriate team to reach resolution.
• Escalates to proper authority when appropriate.
• Enter all actions and interactions with patient in billing system.
• Processes itemized bills per request from attorneys and other third parties.
• Sets up payment plans.
• Sends financial hardship applications to patient when requested; processes completed applications.
• Other duties as assigned by management.

Skills

Customer service

Interpersonal communication

Teamwork

Time management

Problem solving

Professionalism

Education

High school diploma or equivalent

Job description

Remote

Purpose

Ensures prompt and efficient responses to patient account requests

Essential Duties / Responsibilities

• Promptly answers patient phone calls
• Returns calls within 24 hours
• Resolves patient requests in a courteous manner
• Responds to patient written requests
• Documents details of complicated requests and work with the appropriate team to reach resolution
• Escalates to proper authority when appropriate
• Enter all actions and interactions with patient in billing system
• Processes itemized bills per request from attorneys and other third parties
• Sets up payment plans
• Sends financial hardship applications to patient when requested; processes completed applications
• Other duties as assigned by management

Qualifications

Required:

• High school diploma, GED, or high school equivalency
• 2 to 4 years’ experience in a medical office environment and/or customer service role
• OR the equivalent combination of education and experience

Preferred:

• Ability to handle multiple phone lines with an emphasis on customer service
• Knowledge of medical terminology
• Familiarity with insurance reimbursement policies

ADA Physical Demands

• Standing – Frequently
• Sitting – Continuously
• Walking – Frequently
• Kneeling/Crouching – Rarely
• Lifting – Rarely

Customer Service Competencies

• General: Customer Service, Professionalism/Integrity/Responsibility, Teamwork/Process Focus, Dependability/Punctuality, Interpersonal Relationships/Communication, Judgment/Decision Making/Problem Solving, Quality/Quantity, Initiative, Safety/Housekeeping, Organizational Skills/Time Management

Department Specific

• Handles all customer service inquiries in a prompt and timely manner
• Responds to patient requests within a 24-hour period
• All correspondence sorted same date of receipt and ready for processing
• All credit card payments to be processed/balanced at the end of each business day
• Cross-training of all job duties to insure complete back-up coverage within customer service

Wilmington Health is an Equal Opportunity Employer committed to providing equal opportunities to all applicants and employees. We are committed to treating everyone equally with respect regardless of race, age, sex, religion, national origin, citizenship, marital status, veteran’s status, sexual preference, disability, genetic information, or any other class protected under state or federal law.