What are the responsibilities and job description for the Customer Service Specialist - Healthcare position at GetixHealth?
POSITION RESPONSIBILITIES:
As a Customer Service Representative at GetixHealth, you will be responsible for ensuring that healthcare accounts are billed and paid both accurately and timely, based on client needs. You will handle a high volume of calls, addressing patient inquiries related to billing, payments, claims, benefits, and coverage. You will perform these duties in alignment with applicable laws, regulations, and GetixHealth’s policies and procedures, while providing exceptional service.
KEY RESPONSIBILITIES:
- Handle a high volume of inbound and outbound calls (60 calls daily) addressing billing, payment inquiries, claims, benefits, and coverage questions.
- Resolve customer inquiries by gathering necessary information, performing research, and offering accurate solutions.
- Communicate effectively with patients to explain available options and ensure issues are addressed in a timely manner.
- Provide detailed information to patients about available services and help assess their needs for optimal resolution.
- Follow established procedures and scripts to ensure consistency and professionalism in responses.
- Collaborate remotely using screen-sharing tools and work closely with leadership and team members to meet performance goals.
- Assist with department goals, recommend process improvements, and contribute to enhancing overall efficiency.
- Maintain adherence to HIPAA regulations to ensure patient confidentiality.
- Other duties as assigned to support team and organizational needs.
EDUCATION AND EXPERIENCE:
- High school diploma or GED required; additional education is preferred.
- Experience in customer service, preferably in a healthcare or medical setting, is a plus.
- Familiarity with health insurance providers, Workers' Compensation, Medicare, Medicaid, and liability claims processes.
- Practical or classroom knowledge of medical terminology and the revenue cycle.
- Strong verbal, written, and interpersonal communication skills.
- Attention to detail, ensuring accuracy in handling inquiries and data.
- Proven ability to work collaboratively in a fast-paced environment and maintain a positive attitude.
- Ability to use MS Office Suite applications and adapt to new systems as required.
- This is not intended to be all inclusive of the job responsibilities of this position.
SKILLS AND QUALITIES:
- Strong problem-solving skills with the ability to think critically and provide clear solutions to patients.
- Empathy and patience when working with customers, understanding the sensitive nature of healthcare billing.
- Ability to handle high-volume calls efficiently, while maintaining professionalism and quality of service.
- Team-oriented with a demonstrated ability to meet or exceed performance goals.
Additional Information: This is a fast-paced, high-volume role where you will be required to handle multiple systems and patient inquiries daily. You will have support from your leadership team to ensure success, and you'll be expected to collaborate with colleagues to improve service delivery.
GetixHealth is an Equal Opportunity and E-Verify Employer.
