What are the responsibilities and job description for the Medical Customer Service Representative position at TEKsystems?
Core Hours: Monday through Friday, 8am to 5pm with a 1-hour lunch
Location: Fully on-site position due to face-to-face customer service
Job Duties and Responsibilities:
* Learn and understand the entire front-end process to ensure successful service for our patients.
* Work in a fast-paced environment answering inbound calls and making outbound calls.
* Obtain, analyze, and verify the accuracy of information received from referrals, create orders, and schedule patients to receive equipment as ordered by their doctor.
* Educate patients about their financial responsibility when applicable.
* Develop and maintain a working knowledge of current products and services offered by the company.
* Answer all calls and emails in a timely manner, adhering to goals.
* Document all call information according to standard operating procedures.
* Answer questions about products, services, retail stores, general service line information, and other information based on customer needs.
* Process orders, route calls to appropriate resources, and follow up on customer calls where necessary.
* Review all required documentation to ensure accuracy.
* Accurately process, verify, and/or submit documentation and orders.
* Complete insurance verification to determine patient eligibility, coverage, co-insurance, and deductibles.
* Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required.
* Navigate through multiple online EMR systems to obtain applicable documentation.
* Enter and review all pertinent information in the EMR system, including authorizations and expiration dates.
* Communicate with Customer Service and Management regarding any noticed trends with insurance companies.
* Verify insurance carriers are listed in the company's database system; request new carriers to be entered if not listed.
* Contact patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process.
* Meet quality assurance requirements and other key performance metrics.
* Facilitate resolution of customer complaints and problem-solving.
* Pay attention to detail and maintain excellent organizational skills.
* Actively listen to patients and handle stressful situations with compassion and empathy.
* Be flexible with the actual work and hours of operation.
* Utilize company-provided tools to maintain quality.
Required Skills and Qualifications:
* Must Have:
* Healthcare experience (preferably with a DME company, doctor's office, healthcare call center, or as a medical assistant) - 1 to 3 years preferred.
* Familiarity with healthcare insurance.
* Experience working/consulting one-on-one with customers.
* Professional phone and in-person presence.
* Ability to understand technical equipment and attention to detail.
* Empathy and patience when working with customers.
* Familiarity with MS Office Suite.
* Nice to Have:
* Medical or clinical background.
* Knowledge of HIPAA laws.
* Insurance knowledge.
* Knowledge of medical terminology.
* Pursuing a degree in Respiratory Therapy.
* Experience with EPIC or BrightTree software.
Soft Skills:
* Ability to resolve conflict and de-escalate situations.
* Thick skin to handle upset customers.
* Patience, especially when dealing with older patients who need more assistance.
*Pay and Benefits*
The pay range for this position is $17.00 - $19.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a fully onsite position in Battle Creek,MI.
*Application Deadline*
This position is anticipated to close on Mar 27, 2025.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Location: Fully on-site position due to face-to-face customer service
Job Duties and Responsibilities:
* Learn and understand the entire front-end process to ensure successful service for our patients.
* Work in a fast-paced environment answering inbound calls and making outbound calls.
* Obtain, analyze, and verify the accuracy of information received from referrals, create orders, and schedule patients to receive equipment as ordered by their doctor.
* Educate patients about their financial responsibility when applicable.
* Develop and maintain a working knowledge of current products and services offered by the company.
* Answer all calls and emails in a timely manner, adhering to goals.
* Document all call information according to standard operating procedures.
* Answer questions about products, services, retail stores, general service line information, and other information based on customer needs.
* Process orders, route calls to appropriate resources, and follow up on customer calls where necessary.
* Review all required documentation to ensure accuracy.
* Accurately process, verify, and/or submit documentation and orders.
* Complete insurance verification to determine patient eligibility, coverage, co-insurance, and deductibles.
* Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required.
* Navigate through multiple online EMR systems to obtain applicable documentation.
* Enter and review all pertinent information in the EMR system, including authorizations and expiration dates.
* Communicate with Customer Service and Management regarding any noticed trends with insurance companies.
* Verify insurance carriers are listed in the company's database system; request new carriers to be entered if not listed.
* Contact patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process.
* Meet quality assurance requirements and other key performance metrics.
* Facilitate resolution of customer complaints and problem-solving.
* Pay attention to detail and maintain excellent organizational skills.
* Actively listen to patients and handle stressful situations with compassion and empathy.
* Be flexible with the actual work and hours of operation.
* Utilize company-provided tools to maintain quality.
Required Skills and Qualifications:
* Must Have:
* Healthcare experience (preferably with a DME company, doctor's office, healthcare call center, or as a medical assistant) - 1 to 3 years preferred.
* Familiarity with healthcare insurance.
* Experience working/consulting one-on-one with customers.
* Professional phone and in-person presence.
* Ability to understand technical equipment and attention to detail.
* Empathy and patience when working with customers.
* Familiarity with MS Office Suite.
* Nice to Have:
* Medical or clinical background.
* Knowledge of HIPAA laws.
* Insurance knowledge.
* Knowledge of medical terminology.
* Pursuing a degree in Respiratory Therapy.
* Experience with EPIC or BrightTree software.
Soft Skills:
* Ability to resolve conflict and de-escalate situations.
* Thick skin to handle upset customers.
* Patience, especially when dealing with older patients who need more assistance.
*Pay and Benefits*
The pay range for this position is $17.00 - $19.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a fully onsite position in Battle Creek,MI.
*Application Deadline*
This position is anticipated to close on Mar 27, 2025.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Salary : $17 - $19
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