Position Title – Customer Service Representative

Position Goals

This is the job description for the Customer Service Representative position for Specialty Healthcare Billing and Consulting (SHBC) and additionally provides criteria for the evaluation of the position. The Customer Service Representative position plays a critical part in the medical billing process as well as the customer satisfaction for SHBC and their clients. Under the supervision of the Director of Patient Advocacy & Customer Service, the Customer Service Representative is responsible for conducting daily communications with patients and clients in respects to customer service-related tasks outlined by their supervisor. The Customer Service Representative will meet or exceed the daily and monthly productivity and performance goals set forth by the Director of Patient Advocacy & Customer Service. Additionally, the Customer Service Representative will have excellent customer service skills and have the ability to communicate effectively both written and verbally, ensuring that the customer is well informed.

Position Responsibilities

Under the direction of the Director of Patient Advocacy & Customer Service, the Customer Service Representative for Specialty Healthcare Billing & Consulting will be responsible for, but not limited to:

1. Maintain a high level of top-notch customer service and professionalism to a wide range of diverse customers

2. Ensuring that all patient billing questions, complaints, or requests of any kind are promptly addressed in the manner that secures maximum patient satisfaction

3. Ability to accept and implement coaching and feedback to ensure the ability of SHBC to achieve predetermined performance goals

4. Engaging customers on a daily basis via all forms of communications (phone, email, etc.)

5. Utilization and successful navigation through multiple computer-based applications with speed and attention to detail

Position Requirements

The requirements for employment as the Customer Service Representative for Specialty Healthcare Billing & Consulting are:

1. Excellent communication skillset; both written and verbal

2. Must be able to type 50 wpm and be able to use 10-key by touch at a rapid pace for multiple hours per day when needed

3. Must have a basic understanding of Explanation of benefits (EOBs) as well as the possess the ability to explain (in detail when necessary) to customers

4. Working knowledge and a demonstrated proficiency in at least one insurance company’s billing process

5. Experience with dealing with a high volume of customers in a fast-paced environment

6. Representing clients in a professional manner at all times ensuring customer satisfaction is a priority

Education/Experience
High School Diploma or GED – required
1 year experience in a high-paced, medical billing environment – preferred
Certification or degree in medical billing – desired

Physical Demands
1. Requires some bending, stooping, stretching
2. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment
3. Requires the ability to speak with customers for multiple hours per day
4. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports
5. Requires lifting papers or boxes up to 50 pounds occasionally
6. Requires dexterity to type 50 wpm or more
7. Work is performed in an office environment. Involves frequent contact with staff members
8. Work may be stressful at times; high-pressured, fast-paced environment with significant telephone and personal disruption
9. Must be willing to work overtime as needed to meet business objectives