Call Center Representative

Job Purpose

The Call Center Representative serves callers by professionally answering inquiries, researching and resolving problems, and collecting self-pay balances.

Duties and Responsibilities

• Respond to patient inquiries, requests, and disputes over the phone by clarifying, researching, locating, and providing information
• Process patient credit card payments over the phone to resolve outstanding self-pay balances
• Possess basic working knowledge of healthcare claims processing including: ICD-9/10, CPT, and HCPC codes, as well as 1500 forms
• Possess working knowledge of the fundamental concepts in healthcare reimbursement methodologies and revenue cycle
• Uses the GE and Epic workflow systems and other tools available to them
• Ability to analyze, identify and resolve issues on patient accounts
• Act cooperatively and courteously with patients, visitors, co-workers, management and clients
• Adheres to the policies and procedures established for the client/team
• Meets and maintains daily productivity standards established in departmental policies
• Meets and maintains quality standards established in departmental policies
• Ability to maintain composure when handling particularly difficult calls with customers
• Perform all other tasks related to Call Center Department areas of responsibilities
• Performs other related duties and special projects as required
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards

Qualifications

• High school diploma or equivalent required 
• Previous experience in Hospital/Facility or Physician billing
• English-speaking proficiency is required; Bilingual (English/Spanish) is a plus
• Experience with GE Centricity or EPIC PB preferred
• Ability to work well individually and in a team environment
• Proficiency with MS Office
• Strong verbal communication skills
• Strong organizational skills
• Ability to maintain composure when handling particularly difficult calls with customers

Working Conditions

• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.