On-Site Healthcare Customer Service Representative

The GREAT STATE TEAM is seeking a Healthcare Customer Service Representative to work on-site at our clients office in Menomonee Falls, WI. As a Healthcare Customer Service Representative you would act directly in clients’ names to provide information to patient/account holders, resolve billing and payment issues, process financial assistance applications, and collect payment in order to support client and public alike. The On-Site Healthcare Customer Service Representative works on-site at the client office, having face to face contact with patients and clients, using the telephone and company computer systems and client software to accomplish their daily tasks.

Primary Duties and Responsibilities:

• Makes and answers calls in the name of the client in order to resolve billing and payment issues utilizing establish work queues and call pools as necessary
• Has face to face contact with patients in order to resolve billing and payment issues, and answering questions regarding the financial assistance process
• Responds to requests for information by patient/account holders in a professional, thorough, explainable manner
• Acts to gain payment or arrangement of payment on behalf of the client as appropriate
• Follows client-specific protocols and policies when carrying out duties
• Investigates and responds to client enquiries as needed
• Enters and monitors payment arrangements
• Enters and updates data and dispositions regarding patient accounts accurately and on a timely basis
• Sends and processes correspondence in a complete, accurate and timely manner
• Adhere to all FDCPA, FCRA, HIPPA and other applicable laws
• Adhere to SCSI policies and procedures, including those outlined in the Employee Handbook, Training Manual, and as directed by Training and Management
• Participate in training, department and company meetings as required
• Verifies balances and other patient account data with clients as needed
• Handles client and account holder correspondence with accuracy, timeliness and according to protocol
• Troubleshoots and resolves accounts in assigned dispositions, i.e. 3REV, 3NEW, 3RMI, 3FQA, etc.
• Clearly communicate with management regarding problems and opportunities for resolution on a timely basis
• Represents State Collection Service, Inc. its internal and external customers, and fellow employees in a professional manner with dignity and respect
• Utilizes company and client information systems successfully to gain results as a part of daily duties
• Evaluates accounts for charity programs or long-term payment arrangements
• Pre-qualifies patients for financial assistance

Additional Duties and Responsibilities:

• Completes special projects or other work duties as assigned
• Participates in the resolution of client issues and nonconformities as needed
• Will assist others within the department as requested
• Represents SCSI via professional and ethical standards of work, and communication consistent with the mission and management policies of the company
• Ensures all activities are within company quality and compliance standards, as well as client-specific protocols

Qualifications, Skills, and Experience:

• 1+ years experience working in Health Care, Insurance, Call Center, or Customer Service functions where contact with the public was a part of daily duties
• Knowledge/experience of medical terminology, patient billing, healthcare insurance and/or healthcare administration preferred
• Personal Computing skills, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet, and keyboarding
• Ability to enter and update data on company and client systems in an accurate, timely manner
• Ability to work successfully in a fast-paced, deadline-oriented environment
• Strong organization skills. The ability to work on multiple tasks simultaneously
• Demonstrates flexibility in scheduling and assignments, to include regular evening and Saturday work as the business requires
• Ability to work successfully and cooperatively within a team-based environment
• Articulate written and verbal communication skills
• Focus upon customer service and deliverables
• Significant attention to detail
• Bilingual candidates will provide additional support for bilingual calls

Wage:

• $17.00/hr + bonus

We Offer a Comprehensive Benefits Package:

• Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts
• Paid time off starting at 90 days and annual profit sharing
• 7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day
• Family Friendly Events
• Wellness Programs/Gym Reimbursement
• All necessary equipment and technical support provided

* Benefits eligibility is dependent upon FTE Status and Position

*All offers of employment are contingent upon successful completion of a criminal background check and references.