Customer Service Representative

HCA Healthcare; Campbell (CA); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

401(k) Plan with match

Tuition assistance

Employee stock purchase plan

Life insurance

Job summary

HCA Healthcare is seeking a Customer Service Representative for the Campbell, CA location. The role requires strong communication, empathy, and knowledge of medical office operations and health insurance processes, with on-site training for 3 days at 900 East Hamilton Ave, Campbell, CA 95008.

Two years of customer service experience and one year of medical terminology with ICD-10/CPT codes are required. Proficiency in Microsoft Office and navigating websites/browsers is expected, with the

Qualifications

• Two-year experience in Customer Service.
• One-year experience in medical terminology with ICD-10 and CPT codes.
• Familiar with navigating websites/browsers and chat software.

Responsibilities

• Answers member and provider telephone calls within performance standards and procedures.
• Researches and responds to caller questions received by telephone, mail, and online.
• Coordinates resolution of member issues with Claims department and provider issues with Network Management/Claims.
• Logs/c tracks caller contacts in the computer system and conducts satisfaction surveys.

Skills

Customer service

Verbal communication

Written communication

Empathy

Attention to detail

Health insurance knowledge

Multitasking

Medical terminology

Tools

Microsoft Office

Job description

Hourly Wage Estimate: $23.25 - $30.75 / hour

The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. The typical candidate is hired below midpoint of the range.

Learn More About The Benefits Offered For This Job.

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized.

Job Summary And Qualifications

As a Customer Service Representative, your primary functions will require you to have strong verbal and written communication skills, empathy, attention detailed and a good understanding of medical office operations and health insurance processes in a call center environment. The employee will come into the Campbell location for a 3-day training.

• Candidate must live in the San Jose, CA area.
• Training and Meetings will be on-site
• Office Location: 900 East Hamilton Ave. Suite 600, Campbell, CA 95008

What you will do in this role:

• Answers member and provider telephone calls within performance standards, following
• departmental procedures.
• Researches and responds to caller's questions and concern received via telephone and mail and on‑line.
• Responds in writing or with appropriate telephone contact to inquiries.
• Coordinates resolution of member issues with Claims department.
• Coordinates resolution of provider issues with Network Management, Medical Management and Claims departments.
• Logs and /or tracks caller contacts in the computer system.
• Conducts member/provider satisfaction surveys as instructed.
• Perform other duties as assigned.
• Serves as initial point of contact for patients and providers by answering multi line phones.
• Serves as an integral part of the Customer Service. It is a complex role requiring multidisciplinary collaboration.
• Determines the nature of the call and assist with communicating needs regarding prior authorizations, claims and provider inquiries to the appropriate personnel.
• Engaged in clinical and administrative network designed to provide fast responsive help for patients seeking care.

This position requires the following minimum requirements:

• Prior claims processing experience or strong knowledge of provider billing procedures.
• Detailed oriented
• Ability to understand health plan benefit programs sufficiently to explain programs to members
• Effective written and verbal communication skills, particularly skilled in handling telephone contacts
• Research questions, identify issues and route system or procedural problems to the supervisor
• Ability to understand the computer system and be proficient in accessing history and data files on line
• Ability to work well within a team environment
• Ability to listen, speak and write effectively and efficiently at a level appropriate for the job.
• Ability to exercise calmness in high volume and stressful situations and apply sound judgement.

What you will need:

• Two-year experience in Customer Service
• One-year experience in medical terminology with ICD-10 codes and CPT codes required.
• Experience with navigating websites/browsers and using chat software.
• Proficient in Microsoft Office (Word, Excel, and Outlook).
• Ability to maneuver between multiple tasks.

Benefits

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn More About Employee Benefits

Note: Eligibility for benefits may vary by location.

Physician Services Group is skilled in physician employment, practice and urgent care operations. We are experts in hospitalist integration, and graduate medical education. We lead more than 1,300 physician practices and 170+ urgent care centers. We are HCA Healthcare’s graduate medical education leader. We provide direction for over 260 exceptional resident and fellowship programs. We focus on carrying out value-added solutions. These solutions help physicians deliver patient‑centered healthcare. We support HCA Healthcare's commitment to the care and improvement of human life.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.