TITLE: PBS - Customer Service Representative 

DEPARTMENT:Patient Business Services 

EXEMPTION STATUS: Non-Exempt 

SUPERVISED BY: Director-Patient Billing

SUMMARY: The PBS Customer Service Representative is responsible for verifying transport information, conducting customer satisfaction surveys and resolving private-pay balances with customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for answering incoming phone calls and answering customer questions concerning their accounts. 
• Responsible for taking credit card payments over the phone and processing via the online portal. 
• Responsible for conducting customer satisfaction phone surveys on services provided.
• Retrieving and returning voice mails left for the PBS Department. 
• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITY:

• Strong communications and phone skills.
• Knowledge of local, Federal and State insurance billing and collection guidelines for ambulance services.
• Demonstrated ability to read English and understand medical terminology.
• Demonstrated ability to write reports, business correspondence, and complete forms. 
• Demonstrated ability to establish and maintain positive working relationships with co-workers, superiors, customers, and insurance agency personnel. 
• Demonstrated ability to effectively present information and respond to questions regarding patient care, company operations and other customer service issues. 
• Ability to operate various office equipment including fax, copy machine, personal computer and printer. Proficiency with 10 key punch preferred.

MINIMUM QUALIFICATIONS:

• High School Diploma or GED
• 19 years of age or older
• Flexible work schedule

PHYSICAL ABILITIES:

• Employee is regularly required to use hands and fingers.
• Employee is able to talk and hear. 
• Employee frequently is required to stand and walk.
• Employee is required to sit; stoop, kneel or crouch.
• Employee must lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds with assistance from others.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

WORKING ENVIRONMENT:

Due to the nature of EMS working conditions employee may be exposed to inclement weather, potential hazardous conditions, diseases and other illnesses. Frequent interruptions, work pressure and irregularities in work schedule are expected. Employee is continuously faced with a number of projects considered to be high priority. Employee is subject to continually changing deadlines. While performing the duties of this job, the employee is occasionally required to travel and attend both regular and unscheduled meetings, some of which take place outside of regular working hours.