Customer Service Professional- Inbound

Who is EMS|MC

EMS|MC offers full-service revenue cycle management solutions and is the largest billing services provider focused exclusively on emergency medical services in the U.S. We offer services from software to hardware to billing services and everything in between.

For over 25 years, our high-quality service, results and customer-centric approach have set the standard in professional EMS billing. We have an emphasis on patient satisfaction and our client customization enables us to fulfill our mission of providing value-added, innovative financial services that enhance the delivery of a cost-effective EMS system.

With this level of specialization, we have built a team of dedicated, industry-leading experts with unprecedented experience to maximize our clients EMS revenue.

Job Type: Full-time (Monday - Friday; 1:00pm EST - 10:00pm EST)

Location: Remote

Title: Customer Service Professional- Inbound

About the role:

Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures

As a Customer Service Professional-Inbound with EMS|MC, you will:

• Answer phone calls quickly and in a pleasant, professional manner
• Identify each caller’s needs and determine the next appropriate action, which may include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and/or notifying
• Utilize all resources provided: Job aids, SOP’s. Question Queue, Client Specs
• Notify supervisors/management of complaints that cannot be resolved on the first call
• Address each caller’s needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner
• Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner. Documentation must be understandable if read later and/or by another employee
• Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor or member of management
• Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call
• Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations
• Consistently support and demonstrate the company mission and values
• File insurance from information provided by patient on the EMSMC website in an accurate and timely manner
• Mentoring of new hires
• Perform other necessary tasks as assigned by supervisor
• Assist with special projects as assigned

Quality & Productivity Requirements

• Maintain required turnaround time as dictated by process or client
• Maintain Customer Service call audit and HIPAA scores of 98%