Customer Service Representative

**Company Overview** National Partners in Healthcare (NPH) is a progressive healthcare company specializing in anesthesiology. We partner with physicians and health systems to deliver high quality care, aligning synergies and best practices to achieve superior outcomes. As a leader in the industry, we believe in developing a foundation of trust, transparency, and excellence in everything we do. The success of our company has created excellent career advancement opportunities that support a healthy work/life balance. **Position Summary:** The customer service representative is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries. This is a hybrid role where candidate will report to the office to cover PTO for the current in office position. **Essential Duties and Responsibilities:** - Answer incoming patient, insurance company and physician office telephone calls. - Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities. - Records all customer contacts, including resolution or forwarding action taken to refer question to proper party. - Whenever possible, resolves question directly so that patient receives prompt satisfaction. - Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question. - Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem. - Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures. - Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures. - Identifies and communicates complaint patterns to management team. - Maintains strictest confidentiality. - Document all actions in the system notes. - Demonstrate a positive attitude and serve others with personal service 100% of the time. - Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum. - Meet Customer satisfaction standards set forth by management - Meet Productivity/Performance standards as set forth by management. - Adhere to all company policies and procedures. - Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems. **Non-Essential Duties and Responsibilities:** - Perform other duties as assigned. **Education/Licensing/Certification:** - High-school graduate or equivalent. - Associate degree in business administration or related field of study is preferred. **Experience:** - Two years of collection experience preferred or equivalent combination of education and experience will be considered. Prefer experience in a health care organization. **Knowledge and Skills:** - Excellent verbal and written language skills to answer customer concerns in simple, understandable language. - Proficiency with math skills - (i.e., skill in calculation of charges, payments and adjustments) - Knowledge of insurance processing, guidelines and general laws related to all payers - Must be able to establish proficiency in using the IDX practice management system - Excellent customer service skills - Ability to multi-task effectively - Data entry skills - Basic knowledge of CPT, ICD-9 and ASA codes - Sound problem solving skills & decision making ability - Strong analytical skills - Skill in gathering and reporting information from multiple sources, (IDX, internet, electronic records) - Must have a pleasant disposition and high tolerance level. - Must…