The Customer Care Representative is responsible for handling customer telephone calls, both incoming and outgoing as well as communication through fax, email, and mail. The incumbent is responsible for establishing the means by which an account will be paid, by either a third-party payer (insurance), or recommending an available payment plan or discount to the caller, if applicable.
Responsibilities:
- Answer incoming /outbound customer service telephone calls, verify and update account demographics, and take appropriate action within the billing system to resolve the account/accounts during the initial (first) contact, while adhering to Compliance/HIPAA regulations and internal protocols.
- Maintain a courteous and professional demeanor. Answer questions, process information obtained from the caller and process customer complaints appropriately within the AR management system.
- Review recorded comments about the patient's account, and understand the trip's information, and billing history to guide the caller regarding past events.
- Input information obtained and entered comments relating to an account and call into the AR management system.
- Inbound/outbound call audits must score a minimum of 95% overall passing score, and an individual audit must score a minimum of 90%.
- Review correspondence received by mail, by e-mail, or through the website and take appropriate research and follow-up steps for resolution.
- Assist with account billing review and follow-up on private pay billing plans and private pay aging.
- Familiarize and follow corporate policy and procedures.