Customer Service Professional- Inbound

Title : Customer Service Professional- Inbound

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

About the role :

• Answer phone calls quickly and in a pleasant, professional manner
• Identify each caller’s needs and determine the next appropriate action, which may include clarifying charges / payments, collecting, adding, updating, and filing insurance, resolving complaints, and / or notifying
• Utilize all resources provided : Job aids, SOP’s. Question Queue, Client Specs
• Notify supervisors / management of complaints that cannot be resolved on the first call
• Address each caller’s needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner
• Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner. Documentation must be understandable if read later and / or by another employee
• Identify appropriate situations for transferring / escalating a call to a senior advisor, supervisor or member of management
• Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call
• Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations
• Consistently support and demonstrate the company mission and values
• File insurance from information provided by patient on the EMSMC website in an accurate and timely manner
• Mentoring of new hires
• Perform other necessary tasks as assigned by supervisor
• Assist with special projects as assigned

Quality & Productivity Requirements

Requirements

Key skills we hope you have :

Working Environment / Physical Requirements

Why EMS|MC :

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