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As a Customer Service Representative, you’ll compassionately deliver an exceptional experience to between 40 to 50 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.
This position is full-time, Monday – Friday. Employees are required to work during our normal business hours of 8:30am – 5:00pm EST. It may be necessary, given the business need, to work occasional overtime.
We offer 4-6 weeks of on-the-job training. The hours of training will be during our normal business hours.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Answer a high volume of calls from patients or their representative regarding the Athena Alliance Program (AAP), patient invoices, payment plans, credit card payments, patient pricing, and general customer concerns
- Contact patients for a variety of reasons including, but not limited to:
- Explaining the Athena Alliance Program (AAP) and how to fill out the application
- Explaining and obtaining a signed Advance Beneficiary Notice (ABN) required for Medicare patients
- Obtaining prepayment when required
- Pre-collection calls to patients who have not paid their invoices
- Evaluate and respond to all aspects of written billing inquiries and updating invoices
- Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
- Update patient spreadsheets regarding AAP, write offs
- Maintain all Compliance and HIPAA regulations at all times
- Ability to work in a fast-paced environment
- Ability to meet quality standards
- Ability to meet production standards
- Ability to handle other projects as assigned
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