Customer Service Representative

CAROUSEL PARAGRAPH

• Tampa, Florida
• 2790724

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Job Description

THIS POSIITON IS OPEN FOR REMOTE WORK

Wipro is recruiting motivated performers to join our fast-paced and highly supportive virtual CBO

as physician Call Services Representatives. We are seeking candidates with a minimum of 1-2

years physician call center, billing, reimbursement, and / or third-party follow-up experience who

can effectively communicate with patients and guarantors during incoming calls. Successful

candidates will be physician and patient-focused, able to consistently produce high-quality work,

detailed, collaborative and collegial, and personable and courteous. They will have excellent

customer-service skills with patients and guarantors (especially on inbound calls), will always

demonstrate professionalism, and will be skilled in time management and work prioritization.

Call Services Agents receive incoming calls from patients and guarantors. Using excellent

customer-service skills, Agents listen to, understand, and resolve callers requests. Agents apply

knowledge of their specialtys clinical care, charging, billing, and reimbursement processes to

assist callers. Agents select the next best action(s) necessary to resolve patient inquiries

satisfactorily and completely. Agents work independently, but escalate calls to Team Leads,

Supervisors, etc. when needed to resolve complex or challenging calls.

Skills

Ability to receive and resolve high volumes of medium complexity calls from patients

and guarantors in a call center environment.

Ability to resolve callers inquiries at first instance of contact.

Ability to gather, classify, and evaluate information about the quality and

completeness of demographic, charging, and billing data, to determine interactions

between billing, revenue, and clinical data, and to consider, select, and perform

correct actions to answer and resolve callers inquiries

Ability to rapidly research available documentation including authorization, nursing

notes, physician documentation, and payers explanations of benefits, to provide

accurate information and answers to callers while they are connected on the phone.

Ability to understand and explain registration, authorization, billing, insurance followup, and denials processes.

Ability to enter accurate and thorough documentation in clients IT system(s), to

record the reason(s) for and resolution(s) of callers inquiries.

Ability to select and document necessary after-call actions and perform after-call

analyses to support payer rebilling, follow-up, appeal, and / or other necessary

interventions.

Ability to work independently, with limited supervision.

Ability to recognize calls that require Team Lead, Supervisor, or Manger intervention

escalation and to correctly transfer calls while maintaining caller satisfaction.

Ability to read and comprehend policy and procedure documentation, billing

documentation, memoranda, correspondence, dictionaries, and thesauruses.

Ability to compute ratios, proportions, fractions, and percentages, and ability to

apply standard arithmetic functions.

Ability to comprehend and apply accounting concepts, including debits / credits and

positive / negative numbers.

Ability to apply common sense to carry out instructions furnished in written, oral, or

diagrammatic form.

Ability to deal with problems involving several concrete variables, in or from

standardized situations.

Ability to operate standard office equipment : computer; telephone; copier; fax and

calculator

Ability to type 45-60 CWPM

High School diploma or equivalent; Preference given to AS / AA degrees or above

1-2 years physician / ambulatory call center, billing, collections, and / or denials exp.

Productivity and quality-based evaluation-management experience

MD practice-management / EHR-system experience, especially MDIV and / or EPIC

Major payer and related IT-systems experience

Healthcare terminology and CPT-4

ICD-10 coding familiarity

Microsoft Office knowledge