What are the responsibilities and job description for the Bilingual Call Center Representative position at Med-Metrix?
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Job Purpose
The Bilingual Call Center Representative serves callers by professionally answering inquiries, researching and resolving problems, and collecting self-pay balances.
Duties And Responsibilities
Job Purpose
The Bilingual Call Center Representative serves callers by professionally answering inquiries, researching and resolving problems, and collecting self-pay balances.
Duties And Responsibilities
- Respond to patient inquiries, requests, and disputes over the phone by clarifying, researching, locating, and providing information
- Process patient credit card payments over the phone to resolve outstanding self-pay balances
- Possess basic working knowledge of healthcare claims processing including: ICD-9/10, CPT, and HCPC codes, as well as 1500 forms
- Possess working knowledge of the fundamental concepts in healthcare reimbursement methodologies and revenue cycle
- Uses the GE and Epic workflow systems and other tools available to them
- Ability to analyze, identify and resolve issues on patient accounts
- Act cooperatively and courteously with patients, visitors, co-workers, management and clients
- Adheres to the policies and procedures established for the client/team
- Meets and maintains daily productivity standards established in departmental policies
- Meets and maintains quality standards established in departmental policies
- Ability to maintain composure when handling particularly difficult calls with customers
- Perform all other tasks related to Call Center Department areas of responsibilities
- Performs other related duties and special projects as required
- Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- High school diploma or equivalent required
- Previous experience in Hospital/Facility or Physician billing
- English-speaking proficiency is required; Bilingual (English/Spanish) is a plus
- Experience with GE Centricity or EPIC PB preferred
- Ability to work well individually and in a team environment
- Proficiency with MS Office
- Strong verbal communication skills
- Strong organizational skills
- Ability to maintain composure when handling particularly difficult calls with customers
- Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
- Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
- Work Environment: The noise level in the work environment is usually minimal.
