Customer Service Representative-FT

The Customer Service Representative is responsible for successfully and efficiently answering large volumes of calls, emails, and chats from our patients in regard to their financial responsibility to Centra. The Customer Service Representative completes the necessary data entry of insurance and demographic information for the patient. The representative also answers inquiries from our patients on how to use our patient portal functionalities. The Customer Service Representative contributes to the financial success of Centra by offering payment options and assistance to our patients.

Essential Duties and Responsibilities:

• Researches and responds to patient and customer calls, emails, and chats.
• Explains patient statements and financial responsibilities with clarity and detail.
• Collects patient financial responsibilities and posts them to the applicable revenue cycle system in a timely and accurate manner.
• Update and correct patient demographic and insurance information in the applicable revenue cycle system.
• Sends requests for research to revenue cycle specialist as needed for claim resubmission or correction.
• Escalate true patient complaints and requests for team lead, supervisor, or manager assistance.

Other Functions:

• Work queue encounter resolution.
• Performs specials projects as needed.
• Performs other duties as assigned.

Required Qualifications:

• High School Diploma
Minimum One (1) year of inbound or outbound calling experience in a call center, medical office/clinic, or institutional setting.

Preferred Qualifications:

• Ability to convey a positive and professional image vocally to patients, customers, and leadership.
• Maintain composure in high stress situations and represent Centra positively.