Customer Service Representative [p/t]

PBS Radiology; Reno (NV); Hybrid; USD 32,000 - 54,000; Full time

Job summary

PBS LLC in Reno, NV is seeking a full-time Customer Service Representative to handle patient calls, resolve issues on first contact, and document every interaction from a home office. The role reports to the Customer Service Supervisor and requires attention to detail and strong communication.

Preferred qualifications include medical billing experience, Windows 7/10, and proficiency with Microsoft Office plus accurate typing with a 10-key. Hours are Monday–Friday with a set schedule.

Qualifications

• Experience in the medical billing field.
• Windows 7 or Windows 10 experience.
• Proficiency with Microsoft Office Suite.
• Ability to type and use a 10-key accurately.

Responsibilities

• Answer patient phone calls and resolve issues in one call.
• Open ARR inquiries as needed and return calls to resolve issues in one call.
• Report collection agency payments promptly.
• Generate correspondence to resolve customer disputes.
• Document every phone call for audit purposes.
• Take on additional tasks as assigned by supervisor or regional manager.

Skills

Customer focus

Telephone skills

Technical capacity

Time management

Education

High School diploma

Tools

Windows OS

Microsoft Office

Job description

# Customer Service Representative [p/t]## OverviewPosition TypeCustomer Service RepresentativeJob ShiftMonday thru FridayEducation LevelHigh School Graduate or EquivelantTravel PercentageNo TravelCategoryCustomer Service## DescriptionJOB DESCRIPTIONSummary/ObjectiveThe customer service representative provides effective, courteous customer service by forming a working relationship with internal and external customers through communication via email, mail or telephone with customers or company employees.Reports to Customer Service Supervisor.Essential Functions/ Primary Job DutiesReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Essential job functions are the fundamental duties of a position: the things a person holding the job absolutely must be able to do. Essential job functions are used to determine the rights of an employee with a disability under the Americans with Disabilities Act (ADA). Employees are required to complete the essential functions of the job with or without accommodation.1. Answers patient phone calls, resolving issues in one phone call.2. Opens ARR inquiries as needed and returns phone calls once ARR is answered to resolve issues in one phone call.3. Reports collection agency payments right away.4. Generates correspondence to resolve customer disputes.5. Documents every phone call.6. Accepts and performs other work as assigned by Customer Service Lead, Customer Service Supervisor, Regional Business Manager or Executive Team.7. Required to work scheduled call center hours as scheduled by the CSR Supervisor.Performance MeasuresPerformance Measures are what the employee is measured against to show how successful he/she is in this position. Position goals are aligned to organizational goals. Managers can make goals more tangible and make performance reviews more data driven.Quantitative/Qualitative Data| || --- || 7 calls per hour. || Score 95% or higher on weekly monitored calls. || Call back requests within 2 business days (based on audit). || |Effectiveness Measurement/ Performance of Primary Duties and Requirements| || --- || Answers patient phone calls, resolving issues in one phone call. || Opens ARR inquiries as needed and returns phone calls once ARR is answered to resolve issues in one phone call. || Reports collection agency payments right away. || Generates correspondence to resolve customer disputes. || Documents every phone call. |Effectiveness Measures| || --- || 1 - Are the reporting tools being utilized effectively to evaluate client metrics/health and create courses of action? || 2 - When problems are affecting client performance, are the appropriate actions being taken to resolve the issue timely and efficiently (engaging required team members)? || 3 - Is communication specific to the performance of their assigned clients/areas consistent and timely? |CompetenciesCompetency: The combination of observable and measurable knowledge, skills, abilities, and personal attributes that contribute to enhanced employee performance and result in organizational success. These competencies are attached to the performance review.Competencies| || --- || Customer / Client Focus/ Telephone Skills || Technical Capacity || Organizational Skills -Time-management Skills |Supervisory ResponsibilityThis role has no supervisory responsibilities.Work EnvironmentThis job works in a home office environment using the standard office equipment of a computer and phone. Employees are required to show proof of home or renters' insurance when working remotely.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.This is a sedentary role, sitting and/or standing at a computer for seven (7) plus hours a day.Position Type and Expected Hours of WorkDays and typical hours of work are Monday through Friday. The head office, located in Reno NV, is open between 6:30 a.m. to 4:45 p.m. (PST).This position has a set schedule with no flexibility due to the call center hours. Schedules are set by the employee’s supervisor.Full-time employees must work 40 hours each week. Part-time employees must work at least 20 hours per week and no more than 29 hours per week.TravelNo travel is expected for this position.## QualificationsPreferred Education and Experience1. Experience in the medical billing field.2. Computer operating systems experience in Windows 7 or Windows 10.3. Computer software programs in Microsoft Office Suite4. Ability to type and use a 10-key accurately.Additional Eligibility QualificationsNone needed for this position.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Failure to meet these performance standards and any other federal laws, state laws, and/or PBS LLC policies and procedures, may result in disciplinary action up to and including termination.