Customer Service Specialist

Socket.dev; Knoxville (TN); On-site; USD 35,000 - 42,000; Full time

Job summary

Socket.dev is seeking a Customer Service Representative to handle incoming patient calls related to billing and office information. You will verify demographics and insurance data, explain charges, and process payments over the phone, while maintaining strict confidentiality.

Ideal candidates have medical terminology familiarity, solid MS Office skills, and experience in customer service. The role requires organization, empathy, and professional communication in a medical office setting.

Qualifications

• High school diploma or equivalent is required.
• At least 1 year of experience in a medical/healthcare customer service role preferred.
• Ability to read, write and communicate clearly; professional telephone etiquette.

Responsibilities

• Answer phones promptly and professionally.
• Explain charges, balances and office information to patients.
• Verify demographic and insurance information; update records as needed.
• Process patient payments over the phone using vendor portals.
• Document calls and maintain patient confidentiality; adhere to HIPAA.

Skills

Customer service

Medical terminology

MS Office

Payment processing

Detail-oriented

Professional demeanor

Confidentiality

Reliability

Telephone etiquette

Education

High school diploma or equivalent

Tools

MS Office

Medical revenue cycle software

Job description

POSITION SUMMARY

The Customer Service Representative is responsible for answering incoming patient calls related to billing and office information. Primary duties also include obtaining and verifying necessary demographic and insurance information and processing patient payments over the phone.

ESSENTIAL FUNCTIONS

• Answer phones timely and in a prompt, professional and polite manner
• Handle inquiries about accepted insurances, office hours, services, locations, exams or self-pay fees, physician information, etc.
• Transfer calls to other areas/departments as applicable
• Process patient credit/debit card payments
• Provide customer service to patients with account inquiries.
• Document all calls to patient account
• Update patient demographic information
• Update and verify patient insurance information
• Review patient account and explain charges and balance clearly and precisely
• Collect outstanding balances
• Attends staff meetings as required
• Maintains strictest confidentiality; adhere to all HIPAA guidelines/regulations
• Performs other duties as assigned

KNOWLEDGE/SKILLS/ABILITIES:

• Ability to read, write and communicate and present a neat professional appearance.
• Familiarity with medical terminology and experience in a customer service environment preferred
• Experience with MS Office products and medical revenue cycle applications preferred
• Ability to process payments using various vendor portals
• Word processing and computer experience a must.
• Must be organized and detail oriented
• Create a good impression as a friendly, empathetic, composed, and efficient individual to the patient
• Demonstrate reliability, a pleasant attitude, and a willingness to perform the duties as required
• Ability to maintain and comply with patient confidentiality and integrity policy on all matters

EDUCATION | EXPERIENCE

• High school diploma or equivalent required
• One (1) year of work experience in a similar position, preferably in a medical office

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Requires manual dexterity sufficient to operate a keyboard, telephone, copier, and other office equipment as necessary. It is necessary to view and type on computer screens for long periods. Work is performed in an office environment. Involves frequent phone contact with patients, staff members, referring physician's offices and the public. Work may be stressful at times. Interaction with others is constant and interruptive. Calls may involve dealing with ill patients and/or angry or upset patients.

This description provides only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve. It is not intended to be all-inclusive. The employee may be required to perform other reasonably related business duties as assigned.