Customer Service Representative

VIVA USA Inc; Cumberland (RI); On-site; USD 34,000 - 42,000; Full time

Job summary

VIVA USA Inc in Cumberland, RI seeks a Customer Service Representative to support insurance verification and patient services onsite. Primary duties include data entry, organizing correspondence, and processing receipts with accuracy, while working independently and meeting performance goals.

You will gain hands-on training in the internal system, handle mail and data entry tasks, and contribute to timely patient services with strong attention to detail and empathy toward patients and providers.

Qualifications

• Minimum 1 year in a customer service or call center environment.
• Health care or insurance industry experience is a plus.
• Must have accurate data entry and basic math skills.
• Ability to read and interpret policies and procedures.
• Proficient in Microsoft Outlook, Word and Excel.

Responsibilities

• Verify insurance coverage for potential new clients.
• Re-verify insurance coverage for existing patients to process prescriptions.
• Handle data entry and filing with minimal supervision.
• Respond to inquiries from health professionals and patients timely.
• Distribute and process paperwork to support billing and orders.

Skills

Data entry

Attention to detail

Communication

Organization

Multi-tasking

Education

High School diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

5 days a week onsite M-F

• Data entry; accounting and disclosure application (internal system) - candidate will trained on the internal system, hands on training
• Opening mail
• Organizing correspondents
• Entering receipts into systems
• No customer contact
• Should have good data entry skills
• Able to work independently with little supervision
• Able to multi-task
• Safety Sensitive

Duties

Knowledge of Medicare, Medicaid, and 3rd party vendors is a plus. The primary responsibilities are to verify insurance coverage for potential new clients. Additionally, this person will re-verify insurance coverage for existing patients in order to process patient prescription needs successly and demonstrate excellent customer services to patients, healthcare professionals, and insurance carriers. This role will require an understanding of insurance concepts, including drug cards, major medical benefits, and per diem coverage, as well as knowledge of government and patient assistance programs. Strong attention to detail, and proven analytic and problem solving.

Experience

• Minimum of 1 year in a customer service or call center environment (call center type environments preferred, if doctors office then anything below managing 75 calls/day would not translate to similar environment).
• Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members.
• Computer experience is required with proficiency in Microsoft Outlook, Word and Excel.
• Basic alpha number data entry skills with attention to accuracy and quality is essential.
• Intermediate math skills are required with attention to detail and quality essential.
• Experience in a health care setting or insurance industry is a plus, including knowledge of basic insurance and third party terms and medical terminology.
• Ability to work with people in a team environment while meeting individual performance goals.
• Must be able to read and interpret policies, procedures and instructions.
• Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential.

Position Summary

• Tasks for Customer Service Rep can differ per location: Effective delivery of company products and services (40%)
• Responds to telephone inquiries and orders from homecare patients and referral sources.
• Provides information on equipment, supplies and services. Determines the best method for providing services.
• May assist walk-in patients with the selection of equipment, supplies and services. Timely processing/facilitation of patient orders (30%)
• Processes telephone orders by preparing patient paperwork.
• Verifies insurance and/or other method of payment.
• Completes all necessary paperwork in an accurate and efficient manner to facilitate the data entry, accounts receivable and delivery of the order placed.
• May perform data entry.
• Distributes copies of paperwork to appropriate personnel.
• May assist with the processing of billing paperwork.
• Effective coordination of patient services/supplies (10%)
• Coordinates the delivery, set-up and pick-up of equipment, supplies and services with appropriate personnel.
• Ensures deliveries and set-ups can be arranged in a timely manner.
• Appropriate documentation (10%)
• Accurately maintains files of all patient account profile information and referral source data.
• Customer satisfaction (10%)
• Resolves patient complaints by identifying problems and coordinating appropriate corrective action.

Education

• High School diploma or GED

Experience

Support for client website/ RX Records responsible for providing concise patient and prescription information in accordance with HIPAA.

Notes

• Monday - Friday 8:30-5
• Onsite as needed

Full Time 8:30 am - 5 pm Monday to Friday

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status