Customer Service Representative

denova collaborative health; Phoenix (AZ); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

3% company match retirement plan

Disability coverage

Job summary

Denova Collaborative Health LLC seeks a patient services specialist to be the first point of contact for callers, scheduling appointments and guiding patients through insurance and billing questions. You will handle HIPAA-compliant data entry across multiple scheduling systems in a high-volume environment.

The role emphasizes accuracy, communication, and teamwork, with on-site hours 9-6, and the option for four remote days after 90 days if metrics are met.

Qualifications

• High school diploma or GED required.
• Minimum of one year of customer service experience in a call center, preferably with a focus on patient care and insurance.
• Excellent communication, organizational, and strong customer service skills required.
• Proficiency in electronic clinical documentation and scheduling systems.
• Exceptional attention to detail and advanced critical thinking abilities.
• Strong problem-solving and conflict resolution skills.
• Accurate data entry skills with the ability to manage multiple tasks and projects simultaneously.
• HIPAA compliant; bilingual in English and Spanish preferred.

Responsibilities

• Answer incoming and outgoing calls for scheduling new and existing patient services in a high-volume call center environment.
• Manage multiple web-based systems to assess patient eligibility, explain insurance costs, and ensure accurate data entry.
• Maintain strict adherence to HIPAA guidelines while handling confidential patient information.
• Achieve key performance indicators such as call adherence, capacity, and attendance standards.
• Conduct and document confirmation calls 48 and 24 hours prior to appointments.
• Collect and update all pertinent demographic information, insurance information, and medical information.
• Collaborate with team members to enhance service delivery and resolve operational issues.
• Other duties and special projects as assigned.

Skills

Communication

Organizational skills

Customer service

Data entry

HIPAA compliance

Bilingual (English/Spanish)

Education

High school diploma or GED

Tools

Scheduling systems

Electronic health records

Job description

Job Purpose: This role is pivotal in delivering an exceptional, positive experience for every caller. Positioned at the heart of our engagement center, the successful candidate will be the first point of contact for all incoming communications to Denova Collaborative Health, ensuring each interaction is handled with care and professionalism.

Bonus Alert: $1,000 Sign-On Bonus! Excel in attendance and performance to earn a $500 bonus at 90 days and an additional $500 at 180 days. Plus, enjoy monthly, quarterly, and annual bonuses based on your individual, team, and company performance.

What You Will Do:

• Answer incoming and outgoing calls for scheduling new and existing patient services in a high-volume call center environment.
• Manage multiple web-based systems to assess patient eligibility, explain insurance costs, and ensure accurate data entry.
• Maintain strict adherence to HIPAA guidelines while handling confidential patient information.
• Achieve key performance indicators such as call adherence, capacity, and attendance standards.
• Conduct and document confirmation calls 48 and 24 hours prior to appointments.
• Collect and update all pertinent demographic information, insurance information, and medical information.
• Collaborate with team members to enhance service delivery and resolve operational issues.
• Other duties and special projects as assigned.

What We Need From You:

• High school diploma or GED required.
• Minimum of one year of customer service experience in a call center, preferably with a focus on patient care and insurance.
• Excellent communication, organizational, and strong customer service skills required.
• Proficiency in electronic clinical documentation and scheduling systems.
• Exceptional attention to detail and advanced critical thinking abilities.
• Strong problem-solving and conflict resolution skills.
• Accurate data entry skills with the ability to manage multiple tasks and projects simultaneously.
• HIPAA compliant; bilingual in English and Spanish preferred.

Your Work Schedule:

• Join us onsite for dynamic workdays, Monday through Friday, from 9 AM to 6 PM.
• 4 days remote after 90 days, if metrics are being met.

Perks of Being Part of Denova:

• Comprehensive low-cost medical, dental, and vision insurance.
• Generous retirement plan with a 3% company match.
• Secure your future with both long and short-term disability options
• Enjoy holiday pay, PTO, and life insurance benefits.
• Protect your future with long and short-term disability options.
• We offer an employee wellness program and fantastic discounts for all Denova team members.
• And there's so much more waiting for you!

Denova Collaborative Health LLC is an integrated primary care and behavioral health practice based in the Greater Phoenix metropolitan area. Our comprehensive virtual care services are available for residents throughout the entire state of Arizona. We provide a "whole person" approach to health and promote collaboration among our team of primary care providers and specialists. Our unique service integration of primary care, behavioral health, addiction medicine, and wellness enables our team to provide better health outcomes.