Customer Service Rep/Insurance Verification Specialist

SUMMARY: This will be a dual position working in both the Call Center and Insurance Department

DUTIES AND RESPONSIBILITIES:

• Manages inbound and outbound customer calls in a timely manner.
• Identifies each patients’ needs and wants, give your best to clarify information.
• Researches every issue and provide solutions to them.
• Recognizes opportunities to upsell our products and services.
• Follows our company's communication “scripts”.
• Builds strong relationships with patients.
• Scheduling appointments for patients, both established and new.
• Review’s patient data that has been entered into our system.
• Meets qualitative and quantitative new patient targets.
• Directing calls to the appropriate department based on the patients’ needs.
• Performs other related duties as assigned by management.
• Verifies patient insurance in a timely manner prior to or for same-day appointments to ensure error-free claims processing in a fast-paced environment.
• Ensures that all insurance information needed for billing and collection processes are appropriately obtained and recorded in the computer system.
• Provided and completes insurance paperwork and obtains information from patient’s insurance provider (s) as needed to ensure payment with accuracy and attention to detail.
• Maintains the highest level of confidentiality to HIPAA standards.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• High school diploma or one to three months related experience or training, or equivalent combination of education and experience.
• Computer skills required: Internet Software Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint)
• Other skills required:
  1. Previous experience in a customer service support role.
  2. Track your own work daily and compare to benchmarks.
  3. Strong phone and verbal communication skills.
  4. Excellent listener.
  5. Adaptable to different personality types.
  6. Customer focus.
  7. Ability to multi-task.
  8. Set priorities.
  9. Excellent time management skills.
  10. Data entry.
  11. Acute attention to detail.
  12. Bilingual is a plus.

COMPETENCIES:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.