RCM Customer Service Representative

Tenet Healthcare; Lebanon (NH); On-site; USD 36,000 - 48,000; Full time

Job summary

Tenet Healthcare - Conifer Health is seeking a patient accounting call center representative to handle inbound questions and assist with account-related concerns. When volumes permit, the role may include outbound follow-up on outstanding AR accounts.

Applicants should have 1–2 years in a call center or healthcare billing environment, with strong English communication and a calm, professional phone presence. Hospital setting experience is a plus; on-site work is typical.

Qualifications

• High school diploma or equivalent required.
• 1–2 years in an inbound call center or customer service environment; hospital patient account billing knowledge is a plus.
• Knowledge of third-party reimbursements from insurance companies and government payers is a plus.
• Strong English communication and professional phone demeanor.

Responsibilities

• Answer inbound customer service calls and make some outbound follow-up calls in a professional, service-oriented manner.
• Ascertain the reason for the call and assist the caller with questions, concerns, or problems, aiming for first-call resolution.
• Other duties as assigned.

Skills

Customer service

Problem solving

Clear communication

De-escalation

Active listening

Reimbursement knowledge

Education

High school diploma

Job description

Job Summary

JOB SUMMARY

Responsible for answering inbound customer service calls related to patient accounting questions. When inbound call volumes are low incumbent may make outbound follow up calls on outstanding AR accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer inbound customer service calls and make some outbound follow up calls in a professional, service-oriented manner. Answer the calls timely without drops/abandons.
• Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate resolution by referring the matter to the issue/content expert. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter.
• Other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES

• Exceptional customer service skills including effective and efficient problem solving and analyzing skills
• Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
• Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques
• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
• Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
• Ability to interpret and apply reimbursement aspects of managed healthcare contracts
• Attentive listening skills
• Ability to clearly articulate a response to the customer using appropriate voice modulation

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

• High school education or the equivalent
• 1-2 years prior experience in an inbound call center and/or customer service environment; hospital patient account billing with experience or knowledge of 3rd party reimbursements from insurance companies and government payers is a plus.

PHYSICAL DEMANDS

• Ability to sit at a computer terminal for extended periods of time

WORK ENVIRONMENT

• Call Center environment with headset and multiple workstations within close proximity
• Hospital Environment may include direct patient interaction

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

Employment practices will not be influenced or affected by an applicant's or employee's race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Tenet participates in the E-Verify program. Follow the link below for additional information.
E-Verify: http://www.uscis.gov/e-verify
The employment practices of Tenet Healthcare and its companies comply with all applicable laws and regulations.

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