Customer Services Representative

Sonora Quest Laboratories / Laboratory Sciences of Arizona; Yakima (WA); On-site; USD 37,000 - 48,000; Full time

Job summary

Sonora Quest Laboratories / Laboratory Sciences of Arizona seeks a Customer Service Representative to support patients and providers by resolving billing issues, handling inquiries, and ensuring client satisfaction. The role involves 45-55 inbound calls daily, with a set Mon-Fri schedule 7am-5:30pm, onsite in Phoenix, AZ.

Bilingual Spanish/English and healthcare billing experience are highly desirable. The incumbent will document call details, research billing concerns, and collaborate with the

Qualifications

• High school diploma or GED; minimum of two years of customer service experience.
• Excellent verbal and organizational skills; ability to interface with difficult customers and work with minimal supervision to meet goals.

Responsibilities

• Handle approximately 45-55 inbound calls per day from patients and providers.
• Document call reason codes in the system and update insurance data as needed.
• Research, resolve, and respond to billing issues accurately and promptly.
• Support the Reimbursement area with posting zero payment explanations from insurers.
• Monitor patient accounts and perform account reconciliation to promote timely payment.
• Collaborate cross-functionally on EOB adjustments, bad debt recovery, and cash payment mailing.

Skills

Clear communication

De-escalation skills

Customer service

Education

High school diploma or GED

Job description

Primary City/State:

Phoenix, Arizona

Department Name:

Work Shift:

Day

Job Category:

Revenue Cycle

Join our team as a Customer Service Representative, where you'll play a key role in supporting patients and providers by resolving billing issues, handling inquiries, and ensuring client satisfaction. You'll take approximately 45-55 inbound calls per day, onsite and will have a set schedule Monday-Friday between the hours of 7am-5:30pm. If you have experience in high-volume contact centers, possess strong de-escalation skills, and enjoy helping people, we'd love to meet you! Being bilingual (Spanish/English) and having medical/healthcare/insurance experience are big pluses as well. Join us and be part of a supportive team that values great service and a positive attitude. You belong here!

POSITION SUMMARY

Provides Customer Service functions dealing directly with patient inquiries and complaints as well as issues as reported via phone or customer service calls and correspondence. Oversees collection of timely documentation from network providers and patients to ensure adherence to quality standards and timely filing requirements

CORE FUNCTIONS

1. Receives incoming phone calls from patients and providers in reference to payment issues, perceived inappropriate patient service and updates on insurance data.
2. Responsible for determining nature of call and documenting via claim system an appropriate associated reason code.
3. Effectively research, resolve and respond to billing issues accurately and expeditiously.
4. Supplies support function to Reimbursement area in posting zero payment Explanation of Payments from Insurance companies.
5. Monitor patient accounts providing account reconciliation to facilitate prompt payment and prevent inappropriate transfers to the outside collection agency.
6. Responsible for cross-functional assistance with EOB Adjustments, Bad Debt Recovery Trailer Entry and Cash Payment mailing.

KNOWLEDGE, SKILLS AND ABILITIES

• Requires the ability to communicate clearly and concisely.
• Mathematical skills resulting from external and internal sources, verbal and written communication skill, capability to prioritize completing multiple projects.

MINIMUM QUALIFICATIONS

• Requires a high school diploma or GED; with a minimum of two years of customer service experience.
• Requires excellent verbal and organizational skills, the ability to interface with difficult customers and work with minimum direct supervision to meet required goals.

PREFERRED QUALIFICATIONS

• One year of previous medical billing experience.
• Additional related education and/or experience.

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