US-Customer Service Rep I

Job Summary:

The Customer Service rep will respond to incoming calls from patient account holders, an authorized representative of the patient, insurance companies, or an authorized entity. Questions or problems are addressed by accessing account information in the computer system, relaying the appropriate information in a courteous and helpful manner, by making corrections to the information in the system, or generating written requests to other Teams and documents encounters to the account. Team Members performing this job function will receive incoming telephone calls regarding patient accounts. With a friendly, courteous and professional demeanor, they will work to independently answer the caller’s questions about the account and/or will make updates or corrections to the account by accessing the patient account information in the computer system. Resolving the caller’s issues as completely as possible and as quickly as possible with a high level of accuracy and follow-through are key to succeeding in this position.

Position reports to: Assistant Manager, Patient Experience

Responsibilities:
• Attainment of performance proficiency in accordance with standards as specified in the Patient Account Representatives Production Standards documentation.
• Generation of written requests for activity to be processed by other Teams and to generate documentation of transactions for reporting to Leadership. Any written requests received should be completed as is appropriate to that specific request on a daily basis.
• Utilization of the prepared script, P.A.R. General Information, and the Correspondence Training Manual documents to properly respond to inquiries.
• Development of an accurate understanding and application of information contained in the Client Manuals in order to complete daily assignments.
• Performance of any other special projects or assignments in a timely and accurate manner, as assigned.
• Compliance with Intermedix policies
• Other duties as assigned

Qualifications:
• -1 years of experience
• High School Diploma or equivalent required
• Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards

Skills/ Knowledge Requirements:
• Strong oral and written communication skills.
• Strong customer focus and phone etiquette.
• Friendly and team-oriented.
• Previous word-processing experience with a minimum typing speed of 35 WPM
• Previous call center/customer services experience a plus
• Previous computer experience is very helpful.
• Bilingual (Spanish/English) a plus