RCM Customer Service Representative

About the Company

Familia Dental was established in 2008 and has grown rapidly because of our quality dentistry and our caring, compassionate approach to all people. Our practice exemplifies the core values of quality, honesty, and care in everything that we do. Our company strives in community outreach and internal growth. Join our family to be a part of giving back to your community and making a difference every day. Familia Dental is a big believer in internal growth, making it a great company to turn a job into a career.

Job Purpose

The Revenue Cycle call center representative primary function is to work closely with other team members to provide outstanding service to our patients and authorized representatives by answering questions, handling complaints, and troubleshooting issues within accounts. The RCM call center representative may handle a high volume of inbound calls and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

Responsibilities

• Answer incoming calls and respond to patient/authorized representative inquiries in a professional and courteous manner.
• Provide information about revenue cycle processing and guide them through the process if applicable.
• Resolve patient complaints and issues promptly and effectively, aiming to achieve a positive outcome for the patient and the company.
• Escalate complex or unresolved issues to the appropriate department or supervisor for further assistance.
• Handle patient accounts and update patient information accurately in the Practice Management Software (PMS).
• Maintain a strong knowledge of company products, services, policies, and procedures to provide accurate and up-to-date information to patients.
• Follow call center scripts and guidelines when handling different types of patient interactions.
• Meet and exceed individual and team performance targets, including call handling time, customer satisfaction ratings, and other Key Performance Indicator goals if applicable.
• Stay updated with industry trends and best practices in customer service to deliver the highest quality service to patients.

Qualifications/Skill Sets

• High school diploma or equivalent.
• 1 year call center experience
• 1 year in revenue cycle management, billing, or financial analysis
• Strong attention to detail and analytical skills.
• Excellent communication and interpersonal skills.
• Knowledge of healthcare billing practices and regulations. .

Benefits offered:

• Health, Dental and Vision Insurance
• 401(k) Retirement Plan
• Paid Holidays & Time Off
• Access to Financial Advisors
• Basic Life & AD&D Insurance
• Voluntary Life Insurance
• Voluntary Short-Term & Long-Term Disability
• On demand Pay = Receive a portion of your check before payday!

Availability / Schedule:

• Monday - Friday, 8:00 AM - 4:30 PM CST
• Hybrid schedule = 3 days remote, 2 days a week in our corporate office located in Schaumburg, IL
• Must be able to complete first 2 weeks of training in office