What are the responsibilities and job description for the Customer Service Representative position at EMSA Branding?
Major Duties and Responsibilities:
• Answer patient or customer inquiries or requests, to include inquiries or requests from outside agencies,
with the highest level of service and integrity.
• Appropriately document patient accounts to reflect all updated and necessary information, including
updated demographic information.
• Process all correspondence and returned mail, and requests for reductions or hardships and payment
arrangements as outlined in departmental procedures,
• Prepare liens and lien requests, and gather the supporting documentation necessary for subpoenas,
interpleaders, purchase orders, etc.
• Work complaints and disputes, respectfully and completely and monitor assigned work queues to ensure
all records are processed accurately and in a timely matter, while ensuring defined productivity is met.
• Maintain knowledge of current industry standards and organizational practices and work in a manner
that supports a patient centered, team focused, and fiscally responsible organization.
• Adhere to all organizational policies and work with the highest level of integrity.
• Performs other duties as assigned.
Qualification Requirements:
• Working knowledge of medical billing and medical terminology
• Knowledge of Health Insurance Portability and Accountability Act (HIPAA)
• Ability to type at least 35 words per minute and proficiency in 10 key
• Proficiency with Microsoft Office (Word, Outlook, Excel, and PowerPoint).
• Excellent time management skills with attention to detail.
• Ability to work independently and with a group and maintain good working relationships.
Education and/or Experience:
• Minimum GED or High School Diploma
• Minimum 2 years’ experience in a hospital or physician’s office working patient accounts or
insurance workflows with strong customer service facing responsibilities.
Essential Functions:
Physical Demands: This position requires a frequent amount of time at a stationary desk sitting for up to 8 hours
daily with frequent repeating motions that may include wrists, hands, and fingers. Hearing and talking to
interpret job functions are frequently required and frequent visual ability to judge distance and space and clarity
up to 20 ft. There is minimal hand tool operation and minimal ascending or descending ladders, ramps, or stairs.
Occasionally may need to lift pull or pull objects up to 25 lbs. in all directions with a maximum lifting of 50 lbs.
there is occasional walking and standing but minimal kneeling, crouching, bending, twisting.
Working Conditions: The position works in a temperature-controlled environment with occasional exposure to
extreme temperatures to include humidity. Sometimes may be exposed to fumes, grease, or oil and may
experience minimal poor ventilation or air circulation. The noise level is frequently quiet with minimal exposure
to moving mechanical parts/machines.
Mental/Emotional: This position is required to frequently meet deadlines, work with changing priorities, and
assess the accuracy and completeness of work on a regular basis. Frequently use logic to analyze and problem
solve difficult situations and communicate to express or exchange ideas using proper English grammar and
spelling. Frequently utilize complex math and reasoning skills for budgeting, analysis, and risk assessment.
