Healthcare Customer Service Representative

University of Colorado Medicine; Aurora (CO); Remote; USD 22,000 - 33,000; Full time

Job summary

University of Colorado Medicine is seeking a Healthcare Customer Service Representative to elevate the patient experience by addressing inquiries and coordinating calls in a remote setting. The role requires handling high call volumes with professionalism and empathy.

Ideal candidates have a high school diploma and at least 2 years in healthcare or medical billing with direct patient contact in a call center.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years healthcare experience; preferred 2 years medical billing and direct patient contact in a call center.
• Must be technically proficient; strong verbal and written communication; bilingual preferred.

Responsibilities

• Handle up to 60 calls daily in a fast-paced, metrics-driven environment.
• Interact with patients, affiliate partners, payers, and providers by phone.
• Collect payments and advise on payment options for balances.
• Update accounts with new or corrected information; re-bill claims when appropriate.
• Explain medical bills and identify deductibles, coinsurance, copays, and other financial responsibilities.
• Use analytical thinking for account research and reconciliation.
• Maintain a positive, caring demeanor in all interactions.
• Perform additional tasks as assigned by management.

Skills

Bilingual EN/SP

Verbal communication

Written communication

Interpersonal skills

Call center experience

Education

High school diploma

Job description

University of Colorado Medicine (CU Medicine) is the region's largest and most comprehensive multispecialty physician group practice. At our primary and specialty care clinics across the Denver metro area and Front Range, CU Anschutz School of Medicine physicians and advanced practice providers bring the latest medical knowledge and new advancements to the care they provide every day. CU Medicine also provides business operations, revenue cycle and administrative services to support the patients of CU Anschutz School of Medicine providers.

We are seeking a highly motivated and self-driven Healthcare Customer Service Representative who possesses the capacity to think outside the box and is excited about the opportunity for professional growth and advancement.

Bilingual individuals (English/Spanish) are eligible for a language pay differential of $1.50/hr on top of current pay rates. Language testing will be deployed for all qualified candidates to ensure bilingual skills are at the proficiency level needed to meet the expectations/requirements of the job.

This job is 100% remote and out of state candidates will be considered.

The goal of the Healthcare Customer Service Representative will be to elevate the CU Medicine patient experience by addressing questions/concerns and fielding correspondence requests primarily received via phone in a call center environment. The ideal candidate will demonstrate the ability to successfully multitask and alternate between multiple programs.

The Healthcare Customer Service Rep will:

• Receive and bring to resolution up to 60 calls daily in a fun, fast paced, metric-driven environment.
• Interact directly via phone with patients, affiliate partners, payers, and healthcare providers.
• Collect payments and/or provide guidance on payment options for outstanding balances.
• Update accounts with new or corrected information; request itemized statements &/or re-bill claims when appropriate.
• Explain medical bills and identify deductibles, coinsurance, copays and other patient financial responsibilities.
• Utilize analytical thinking for account research and reconciliation.
• Manage all interactions in a positive, caring manner.
• Perform specialized tasks as assigned by the manager and/or supervisor.

Requires high school diploma or equivalent and a minimum of 2 years’ healthcare experience, preferred 2 years of medical billing and direct patient contact in call center environment with exposure to insurance billing and medical terminology. Must be technically proficient. Requires advanced verbal and written communication skills. Must possess strong interpersonal skills. Professional maturity and ability to exercise sound judgement are essential. Written/verbal fluency in both English and Spanish is preferred.

CU Medicine is dedicated to ensuring a safe and secure environment for our staff and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees prior to their employment. Additionally, drug and health screenings may be required for some positions. We are an equal opportunity employer.

The listed pay range (or hiring rate) represents CU Medicine’s good faith and reasonable estimate of the range of possible compensation at the time of posting and is based on evaluation of competitive market data.

A variety of factors, including but not limited to, internal equity, experience, and education will be considered when determining the final offer.

CU Medicine provides generous leave, health plans and retirement contributions which take your total compensation beyond the number on your paycheck. Find information about our benefits here.

• generous leave
• health plans
• retirement contributions

CU Medicine supports a Tobacco Free Workplace Environment which prohibits smoking and the use of tobacco products on CU Medicine property, Anschutz Medical Campus and adjacent business locations.

CU Medicine will post all jobs for a minimum of 7 days or until 250+ applicants have been received (whichever comes first).