Specialty Customer Service Support Representative -Work from home

Labcorp Specialty Testing team has an exciting career opportunity for a Customer Service Support Representative. This fast-paced work-from-home position is part of a dedicated team responsible for providing assistance to patients and clients to better understand health insurance coverage, cost and payment options and to answer billing questions over the phone.

Duties and Responsibilities:

• Ability to work in a high call volume environment, averaging ~75 calls per day from patients, doctor’s offices and/or private insurance carriers
• Ability to research and communicate complex information in a clear/concise manner
• Ability to navigate and work in multiple systems/websites simultaneously.  
• Provide assistance to prospective clients and patients, regarding any questions or inquiries related to insurance coverage, financial responsibilities, and/or billing (telephone interactions)
• Receive and process credit card payments over the phone, adhering to PCI compliance protocols
• Initiate payment plans for patients for outstanding balances
• Document telephone conversations clearly and accurately in the respective systems
• Update and maintain records in the billing system, including the review of accounts, payment collections and case notes
• Maintain patient confidentiality and adhere to HIPAA guidelines/regulations
• Assist with other duties as assigned

License/Certification/Education:

Recommended:

• High school diploma required
• Associate or bachelor’s degree preferred
• 1-3 years of applicable experience

Competencies:

• Ability to work and learn in a fast-paced environment
• Excellent verbal and written communication skills
• Able to follow established program protocols and procedures
• Knowledge of professional medical billing and collection practices required
• General knowledge of appeal processes (medical records, adjustments, payments)
• Previous customer service experience handling high call volume preferred
• Knowledge of CPT and ICD9 codes highly preferred
• Computer proficiency -- MS Windows, MS Office, and database experience
• Experience with Laboratory Billing (LCBS) Artiva and EPS-Patient Call Payment Portal, desired
• Ability to interpret and apply understanding of insurance explanation of benefits (EOB)
• Medicare/Medicaid billing experience preferred
• Working knowledge of prior authorization, a plus
• Must be organized and detail-oriented
• Ability to review large amounts of data for accuracy
• Proficiency navigating multiple computer screens and applications
• Understanding of Women’s Health & Genetics Moms Helping Moms of Tomorrow processes, a plus
• Bilingual in English and Spanish highly desirable
• Ability to work the following schedule: Monday-Friday 09:30-06:00pm EST

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

****Role is remote****

Remote Technical Requirements:

• Internet speed of at least 50 megabytes per second
  • No satellite internet
• Ability to connect equipment to router/modem with Ethernet cord
  • Equipment cannot be connected through Wi-Fi

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