Customer Service Representative

National Partners In Healthcare; Richardson (TX); Hybrid; USD 23,763 - 33,062; Full time

Job summary

National Partners in Healthcare is seeking a Customer Service Representative for a hybrid role based in Richardson, TX. You will handle patient, provider, and payer inquiries via phone and email, with emphasis on accurate information and courteous service.

The position requires a high school diploma or equivalent, knowledge of insurance processing, and the ability to maintain confidentiality. Training and teamwork are emphasized to ensure quality patient care.

Qualifications

• High-school graduate or equivalent.
• Associate degree in business administration or related field preferred.
• Two years of collection experience preferred or equivalent combination of education and experience.

Responsibilities

• Answer incoming patient, insurance company and physician office telephone calls.
• Respond to patient inquiries about billing, claims, denials, payments and collections.
• Record all customer contacts and resolutions in the system.
• Resolve questions directly to provide prompt satisfaction.
• Explain account situations in simple language so patients understand.
• Respond to written inquiries or notify patients of delays in final resolution.
• Identify recurring questions or problems and convey changes to management.
• Attend in-service training to improve skills and stay current with contracts and procedures.
• Maintain confidentiality and handle information securely.
• Meet customer satisfaction and productivity standards.

Skills

Customer service

Communication

English fluency

Data entry

Confidentiality

Multi-tasking

Billing & claims knowledge

IDX practice management

Teamwork

Problem solving

Education

High school diploma

Associate degree in business administration

Tools

IDX practice management system

Job description

Job Details

Job Location: Work from Home - Richardson, TX 75082

Position Type: Full Time

Education Level: High School

Salary Range: $17.25 - $24.00 Hourly

Travel Percentage: None

Job Shift: Day

Job Category: Health Care

Company Overview

National Partners in Healthcare (NPH) is a progressive healthcare company specializing in anesthesiology. We partner with physicians and health systems to deliver high quality care, aligning synergies and best practices to achieve superior outcomes. As a leader in the industry, we believe in developing a foundation of trust, transparency, and excellence in everything we do. The success of our company has created excellent career advancement opportunities that support a healthy work/life balance.

Position Summary

The customer service representative is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries. This is a hybrid role where candidate will report to the office to cover PTO for the current in office position.

Essential Duties and Responsibilities

• Answer incoming patient, insurance company and physician office telephone calls.
• Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
• Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.
• Whenever possible, resolves question directly so that patient receives prompt satisfaction.
• Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.
• Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.
• Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.
• Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.
• Identifies and communicates complaint patterns to management team.
• Maintains strictest confidentiality.
• Document all actions in the system notes.
• Demonstrate a positive attitude and serve others with personal service 100% of the time.
• Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.
• Meet Customer satisfaction standards set forth by management.
• Meet Productivity/Performance standards as set forth by management.
• Adhere to all company policies and procedures.
• Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.

Non-Essential Duties and Responsibilities

• Perform other duties as assigned.

Education and Experience

• High-school graduate or equivalent.
• Associate degree in business administration or related field of study is preferred.
• Two years of collection experience preferred or equivalent combination of education and experience will be considered. Prefer experience in a health care organization.

Knowledge and Skills

• Excellent verbal and written language skills to answer customer concerns in simple, understandable language.
• Proficiency with math skills - i.e., skill in calculation of charges, payments and adjustments.
• Knowledge of insurance processing, guidelines and general laws related to all payers.
• Must be able to establish proficiency in using the IDX practice management system.
• Excellent customer service skills.
• Ability to multi-task effectively.
• Data entry skills.
• Basic knowledge of CPT, ICD-9 and ASA codes.
• Sound problem solving skills and decision making ability.
• Strong analytical skills.
• Skill in gathering and reporting information from multiple sources, (IDX, internet, electronic records).
• Must have a pleasant disposition and high tolerance level.
• Must display a positive teamwork attitude and strong interpersonal skills.
• Ability to work effectively and independently with staff, physicians and external customers with limited supervision.
• Ability to maintain confidentiality.
• Ability to read, write, and speak English.
• Willingness and ability to follow direction and or company policy as directed by management.