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Patient Account Representative

Summary:

The purpose of this position is to act as the primary contact for all inbound calls from our clients, patients, insurance carriers and internal customers. This will include explaining benefits, reviewing billing transactions, taking payments and updating insurance payers within the account in order for proper billing to occur.

 

Essential Responsibilities:

  • Review the problems/concerns of the caller and consult with other departments to obtain further information, clarification or assistance when appropriate.
  • Work in a high production environment while delivering exceptional service and following protocol expectations. 
  • Provide outstanding customer service to everyone you contact.
  • Demonstrate a sense of ownership for all work with the goal of positively driving business results.
  • Meet and maintain performance standards and work towards self and team improvement.
  • Stay current on client specific processes and procedures.
  • Balance the time between taking calls and processing email requests.
  • Handle high stress calls with professionalism and empathy.
  • Act as a liaison with other departments to resolve problems. 
  • Adapt to the changes that may impact the company or the department.

Education:

  • High School Diploma, GED, or equivalent work experience

Experience & Background:

  • One to two years customer service experience
  • Ability to effectively communicate
  • Balance quality, timeliness and productivity standards
  • Strong computer skills with the ability to navigate through multiple applications at any given time
  • Ability to negotiate effective solutions and think creatively
  • Positive and professional demeanor is a must

Language Skills:

  • Well-developed verbal, listening and phone communication skills
  • Good written communication skills with the ability to write routine correspondence

Mathematical Skills:

  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

  • Ability to define problems, collect data, establish facts, and identify trends.
  • Ability to exercise good judgment and escalate issues appropriately.

Behavioral Characteristics:

  • Strong organizational skills and ability to execute manual detailed tasks.
  • Strong customer service focus and commitment. 
  • Ability to establish and maintain effective working relationships within the team.
  • Ability to work well with diverse personalities.
  • Tactful, mature and flexible.

 

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