What are the responsibilities and job description for the Customer Service Representative - REMOTE position at Independence Physician Management?
Independence Physician Management - IPM
As an IPM employee you will be part of a first class organization offering:
- A Challenging and rewarding work environment
- Competitive Compensation & Generous Paid Time Off
- Excellent Medical, Dental, Vision and Prescription Drug Plans
- 401(K) with company match
and much more!
Summary: The Customer Service Representative is responsible for providing excellent customer service to IPM guarantors who have questions or complaints regarding their IPM statement or other related aspects of the professional billing experience. This position handles in-bound telephone call volumes to meet or exceed the average number of calls per month. Meets or exceeds established performance targets (productivity and quality) established by the Customer Service and Patient Collections Manager. Triages calls in an efficient manner by monitoring overall talk time while recognizing the need to provide quality customer service. Reviews the account history during the call and works to “diagnose” issues raised by the caller and answers questions in a responsive manner. Documents each call in the Practice Management System (PMS) so that notes may be reviewed by others and there is continuity in communication and overall handling of the account. Acts as the call “owner” to include account research, relays questions to the appropriate individuals, and ensures that a quality response is provided to the guarantor in a timely manner. Exercises good judgement in escalating complex account issues or customer dissatisfaction to the Customer Service and Patient Collections Manager. Demonstrates the ability to be an effective team player. Upholds “best practices” in day-to-day processes and workflow standardization to drive maximum efficiencies across the team.
Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Duties and Responsibilities:
- Efficiently handles in-bound calls made by guarantors, with questions or complaints regarding their physician billing statement, in a customer-oriented and professional manner.
- Meets or exceeds established performance targets (productivity and quality) established by the Collections Manager.
- Reviews account history to understand the full impact of the questions/complaints, and ensures that all past account history is appropriately updated.
- Follows Company policy regarding how calls are to be answered (i.e., call scripts) and documents in Practice Management System so that a consistent level of service is provided to all guarantors.
- Triages calls in an efficient manner by monitoring overall talk time while also recognizing the need to provide quality customer service.
- Works with other individuals internally to obtain information needed to service the guarantor. Identifies root causes of customer barriers and/or complaints and works internally to communicate those findings to the appropriate staff.
- Follows up as needed to ensure that optimal customer service is provided until the question/complaint has been resolved.
- Participates in regularly scheduled team meetings offering new paths, procedures, and approaches to maximize opportunities for performance, process, and customer service improvement.
- High School Graduate/GED required.
- Technical School/2 Years College/Associates Degree preferred.
- Experience (3-5 years minimum) working in healthcare (professional) billing, health insurance, or equivalent operations work environment
We believe that diversity and inclusion among our teammates is critical to our success.
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Salary : $13
