Customer Care Support Specialist

Overview

Location: Downers Grove, IL - WFH after 6 months. **This postion does require in office 2 days per month**

Hours: Monday-Friday 8:30am-5:00pm.

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
• 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.
  
  

The Customer Care Support Specialist handles incoming calls for eligibility, claims status, and referral questions assisting with patient care. The Customer Care Support team is set up to ensure prompt, courteous service to all customers; patients, vendors, health plans and clinic employees. The Customer Care Support Specialist is responsible for handling capitated questions as well as questions related to billing and referrals for contracted clients

Responsibilities

The Journeys and Adventures that Await

Major Responsibilities

• Provides exemplary Customer Care Support to patients, providers and employees for Duly Health and Care and clients
• Answers patient questions, inquires, and concerns regarding their accounts.
• Works with patients and providers to resolve account challenges and communicate appropriate next steps for troubleshooting
• Identifies potential revenue cycle challenges and escalates to departmental and/or leadership review as necessary
• Identifies insurance errors and is responsible for updating and loading insurance.
• Responds to voice mail messages, My Chart Inquires, requests from Duly Health and Care Website and Patient Correspondence within 48 hours.
• Responds to client relation management messages and MyChart communication within a specified turnaround time
• Answers patient questions on information regarding physicians and our locations/sites.
• Provides capitated medical claim status to contracted providers.
• Updates Primary Care Physician change requests from patients.
• Provides Referral and Authorization Status to patients and providers for capitated and non-capitated plans.
• Reviews billing transactions for accuracy and to help resolve payment posting challenges on accounts
• Liaises with Utilization Management to assist with appropriate resolution of authorization challenges, timelines, and execution
• Reviews insurance portal benefit information for appropriate communication with patients and clients
• Providers capitated claim status to contracted providers and discussion of capitation procedures
  
  

Qualifications

The Experiences You Bring

Minimum Education And Experience Required

• Level of Education
  
  

High School/GED

No certification, registration or license required

Years Of Experience

2-5 years experience in membership, customer service, and/or healthcare billing

The compensation for this role includes a base pay range of $16.30-$24.50, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.