PS Customer Service Senior Representative - Remote

JOB SUMMARY

The primary purpose of the Senior Customer Service Representative position is to support the Customer Service Call Center as it relates to physician billing for multiple clients and serve as the primary source of communication for patients’ billing inquiries. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Answers patient calls within the guidelines of call center metric objectives
• Ensures appropriate HIPAA compliance guidelines
• Adheres to work schedule and follow call center phone procedures
• Follows up on all issues not resolved during conversation with patient/guarantor
• Completes other related customer service offline duties as assigned
• Communicates directly with clients and/or collection agencies through calls or emails
• Communicates directly with all teams within SPi Healthcare, i.e. Third Party Follow-Up, Missing Money, Payment Posting, etc…
• Completes projects while individually exceeding team goals
• Serves as a Point Person in the event the Team Lead or Supervisor are not available
• Assists in training of new team members
• Recognizes additional training needs for either the team or team member and communicates this information to the Supervisor

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position must effectively assist patients with sensitive and confidential issues, while supporting our obligation to our clients.  Representatives must be able to independently handle multiple tasks, including offline responsibilities, along with setting appropriate priorities, with minimal supervision. This position should provide a knowledge resource for other Customer Service team members
• Maintains professionalism and confidentiality
• Must possess excellent verbal and written communication skills

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment.  This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• High School degree or equivalent required
• At least 2 years experience in a medical customer service role preferred
• Medical industry experience required
• Experience with medical billing system(s) required, GE Centricity and EPIC preferred 
• Proficiency in Microsoft outlook, Excel and Word required
• Previous training experience preferred

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.             

• Must be able to work in sitting position, use computer and answer telephone
• Ability to travel
• Includes ability to walk through hospital-based departments across broad campus settings, including Emergency Department environments

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Office Work Environment
• Hospital Work Environment

TRAVEL

• Approximately X% travel may be required

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities, and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

Compensation and Benefit Information

Compensation

• Pay: $15.80 - $23.70 per hour. Compensation depends on location, qualifications, and experience. 
• Position may be eligible for a signing bonus for qualified new hires, subject to employment status.
• Conifer observed holidays receive time and a half.

Benefits

Conifer offers the following benefits, subject to employment status:

• Medical, dental, vision, disability, and life insurance
• Paid time off (vacation & sick leave) – min of 12 days per year, accrue at a rate of approximately 1.84 hours per 40 hours worked.
• 401k with up to 6% employer match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.