Medical Customer Service Representative

It’s the people that make the difference.  Are you ready to make your impact? 

Midwest Orthopaedics at Rush is nationally recognized as a leader in comprehensive orthopedic services.  The Orthopedic Program at Rush University Medical Center is ranked top 10 in Orthopedics by U.S. News and World Report.  Founded in 2003, MOR is comprised of internationally-renowned Orthopedic and Spine surgeons who pioneer the latest advances in technology and surgical techniques to improve the lives and activity levels of patients around the world.  MOR doctors are the official team physicians for the Chicago White Sox, Chicago Bulls, Chicago Fire Soccer Club and DePaul University Athletics. 

Ready to join in? We are seeking a full-time Customer Service Representative with experience in healthcare. The Customer Service Specialist is responsible for providing quality and efficient customer service to MOR patients, physicians, attorneys, insurance companies and the revenue cycle team. The position is based at the corporate office in Westchester, IL. This role will be in office until fully trained which is typically 6 months. Once the candidate is fully trained, the position will work on a hybrid schedule; 2 days in office and 3 days from home. The hours will be Monday through Friday from 8:30am-5:00pm.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provides customer support by responding directly to patients who need assistance via phone, email, fax, mail or portal. 
• Answer phone calls or emails promptly, courteously and professionally. 
• Resolve billing or balance questions and/or issues with the patient's account while ensuring customer satisfaction.  
• Understand an EOB and explain deductibles, coinsurance, copays, and out-of-pocket expenses.

• Address upset and/or concerned patients with empathy and be able to effectively de-escalate situations.

• Must have knowledge of medical billing and insurance claim processing to inform and assist patients with questions or claim concerns.

• Forward claim concerns and corrections to the appropriate billing staff when needed.
• Collect patient payments and set up payment plans within policy guidelines. Mail receipts and statements to patients upon request.
• Transfer unapplied balances and transfer balances from prepayment plans to unapplied balances.
• Prepare and compile refund requests with supporting documentation and forward them to management for approval and handling.
• Receive hardship applications, review them for correct documentation, and forward them to management for processing. Process, sort, and scan incoming mail and courier mail to the appropriate representatives.
• Process and post credit card payments.

Education and/or Experience:

• High school diploma or general education degree (GED)
• Minimum 1-2 years' experience in a medical environment required. 
• Health insurance knowledge required.
• Must have knowledge and understanding of EOBs.
• Strong interpersonal, verbal, communication, and written skills. 
• Ability to work well in a fast-paced environment that requires multi-tasking. 

What’s in it for you? MOR offers their employees a comprehensive compensation and benefits package.

Pay Range: $20- $24 per hour. Compensation at MOR is determined by many factors, which may include but are not limited to, job-related skills and level of experience, education, certifications, geographic location, market data and internal equity. Base pay is only a portion of the total rewards package. 

• Eligible for quarterly bonuses.
• Medical, Dental and Vision Insurance.
• Paid Time Off and Paid Holidays.
• Company-paid life and long-term disability insurance.
• Voluntary life, AD&D, and short-term disability insurance.
• Critical Illness and Accident Insurance.
• 401(k) Savings Plan.
• 401(k) Employer Contribution.
• Pet Insurance.
• Commuter Benefits.
• Employee Assistance Program (EAP).
• Tax-Advantaged Accounts (FSA, HSA, Dependent Care FSA).
• HSA Employer Contribution (when enrolled in a HDHP).
• Tuition Reimbursement.
• Excellent working relationship with prestigious group of physicians in Orthopedics in the US and #1 in Illinois and Indiana. 

Our employees make the difference in our patients’ lives, and we value their contributions. Midwest Orthopaedics at Rush offers a comprehensive compensation and benefits package and an opportunity to grow and develop your career with an industry leader.  Come see what we’re all about.