Charlotte, NC | Administrative Position
The Customer Support Representative will be working in a fast-paced environment where they will be expected to display strong customer service and communication skills to properly assist patients with resolving medical claims. This role will support patients by providing helpful information and answering questions. The position will handle a large volume of incoming calls and navigate between multiple systems with various clinics and departments.
Essential Duties and Responsibilities:
- Makes outbound calls.
- Receives inbound calls.
- Identifies consumer payment plans and setting up consumer payments over the phone.
- Notates each call in the system.
- Provides information to Client Services as needed.
- Understands and fully complies with all federal and state laws and regulations (including HIPAA) regarding collections policies and procedures.
- Identifies patients' needs, clarifies information, researches issues, and provides solutions and/or alternatives.
- Provides accurate, satisfactory answers to patients' queries and concerns.
- De-escalates situations involving dissatisfied patients, offers patient assistance and support.
- Reviews patient or client accounts, updates information about billing, insurance, and other account items.
- Collaborates with other Revenue Cycle professionals to improve customer service.
- Helps to train new employees and informs them about the company's patient management policies.
- Builds sustainable relationships and engages patients by going the extra mile.
- Meets personal/team qualitative and quantitative targets.
- Takes part in training and other learning opportunities to expand knowledge of company and position.
- Adheres to all company policies and procedures.
Minimum Qualifications:
- High school diploma or equivalent.
- Previous experience working in the medical industry.
- Strong phone and verbal communication skills along with active listening.
- Exceptional interpersonal and rapport building skills.
- Strong time management and organizational skills.
Preferred Qualifications:
- Previous experience working in the dental industry.
- Previous experience in a call center environment, preferably in the healthcare industry.
- Fluency in a second/multiple languages.
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