Customer Service Coordinator (Medical Billing)

About the role

• Manages large amounts of inbound and outbound calls in a timely manner
• Provides information, resolves problems, and advises customers on statements or concerns they may have regarding the Explanation of Benefit from services they received
• Follows communication Scripts/Guidelines when needed to handle different clients
• Works within multiple Billing systems and EHR/EMR system with each call
• Knowledge of how Health Insurance coverage works
• Knowledge of the medical claim process
• Knowledge of the patient statement process
• Patient payment processing and posting
• Maintaining documentation of all conversations in multiple systems per conversation
• Identify billing errors in the claim process when patients call in with a complaint
• Effectively communicates billing errors and payment issues with clients and team members
• Performs pre-collection calls
• Performs miscellaneous job-related duties as assigned
• Ability to perform complex tasks and to prioritize multiple projects
• Ability to resolve difficult or stressful customer service issues
• Ability to multi-task, set priorities and manage time effectively

Qualifications

• Ability to assess problem areas and address them effectively.
• Managing one’s own time and the time of others.
• Written and verbal communication skills are essential to be successful in this position.
• Customer/Client Focus- Working towards one goal of serving clients needs.
• Previous experience with computer applications, such as Microsoft Office Suite (e.g., Word, Excel, Teams), Adobe, softphone (e.g., RingCentral), web browsers and so on..
• Must have excellent organizational and communication skills at all levels, both verbally and in writing.
• Strong attention to detail.
• Must be able to address, track and solve problems.
• Ability to multi-task in a fast paced environment.
• Ability to work full time hours during regularly scheduled business hours and additional work hours as needed.
• Ability to work from home with integrity.

Skills and Abilities

• Ability to organize, set priorities, work independently and work well with a diverse group of people is essential.
• Ability to work effectively as a team member with a strong collaborative management style.
• Excellent computer skills including Microsoft Office Suite (Outlook, Word, Excel).
• Ability to operate a computer, learn new types of software and systems, and proficiency in using a 10-key numeric pad required.

Required Experience

• 1-3 years’ experience in operations, with knowledge of organizational effectiveness and operations management
• Ideal candidate will have experience in a multi-entity organization in the healthcare industry
• Proven work experience as Operations Coordinator or similar role
• Outstanding organizational skills

Physical Demands

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job from home. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• Regularly required to sit and talk or hear.
• Regularly required to use a computer keyboard and mouse.
• Frequently required to use hands, handle, or feel; reach with hands and arms.
• Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

This job operates in a remote environment. This role routinely uses standard office equipment such as computers, phones, printers, etc.