Customer Service Specialist

ADP, Inc.; Knoxville (TN); Hybrid; USD 32,000 - 42,000; Full time

Job summary

ADP, Inc. in Knoxville, TN seeks a Customer Service Copay Assistant Representative to handle patient calls about billing and office information, verify demographics and insurance, and process payments by phone.

The role follows a Monday–Friday schedule from 8:00 a.m. to 5:00 p.m., with a hybrid arrangement of two days in the office and three days at home, emphasizing confidentiality and HIPAA compliance.

Qualifications

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

Responsibilities

• Answer patient calls about billing and office information.
• Verify demographics and insurance information.
• Process patient payments over the phone.
• Maintain patient account confidentiality and HIPAA compliance.
• Document calls and updates to patient accounts.

Skills

Customer service

Medical terminology

Attention to detail

Confidentiality

Communication

Education

High school diploma or equivalent

1 year work experience (medical office)

Tools

MS Office

Payment portals

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Knoxville, TN, US

POSITION SUMMARY

The Customer Service/ Copay Assistant 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.

This role is Monday through Friday, 8:00 a.m. to 5:00 p.m., with a hybrid schedule of two days in the office and three days working from home.

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 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.