The Bilingual Customer Service Representative role will be responsible for answering a variety of incoming calls regarding patient medical bills, insurance, Explanation of Benefits (EOB) forms, and bill payment arrangements. This role will utilize multiple internal systems to assist with overall patient billing needs.
Essential Functions & Responsibilities
Provides exceptional customer service to callers. Troubleshoots billing inquiries, explains benefits coverages, and explains course of action and timeframes.
Ensures proper documentation, recording, and closure of issues.
Collaborates with other internal departments to research insurance denials, missing payments, and attorney requests.
Prints and mails itemized statements to patients and insurance companies while abiding by HIPAA regulations.
Performs special projects and other duties as assigned.
Requirements
Minimum Qualifications
Education: High School Diploma or Equivalent.
Experience: One (1) year of call center customer service experience in a high volume, fast paced environment. Healthcare call center experience preferred. Bilingual Spanish.
Licensing/Certification/Registration: NA
Knowledge, Skills, and Abilities (KSAs)
Knowledge of the Explanation of Benefits.
Knowledge of a variety of insurance plans.
Knowledge of ICD-10 and CPT Codes.
Strong word processing, spreadsheet, and database software skills.
Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages; and working with decimals.
Strong oral, written, and interpersonal communication skills.
Strong time management skills.
Strong organizational skills.
Strong customer service skills.
Ability to understand, analyze, interpret, and explain complex documents.
Ability to work in a team environment.
Ability to adhere to standards and quality guidelines.
Ability to read, understand, and apply state/federal laws, regulations, and policies.
Ability to remain flexible and work within a collaborative and fast paced environment.
Ability to communicate with diverse personalities in a tactful, mature, and professional manner.