Customer Service Representative

Company Overview

National Partners in Healthcare (NPH) is a progressive healthcare company specializing in anesthesiology. We partner with physicians and health systems to deliver high quality care, aligning synergies and best practices to achieve superior outcomes. As a leader in the industry, we believe in developing a foundation of trust, transparency, and excellence in everything we do. The success of our company has created excellent career advancement opportunities that support a healthy work/life balance.

Position Summary: 

The customer service representative is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries

Essential Duties and Responsibilities:

• Answer incoming patient, insurance company and physician office telephone calls.
• Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
• Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.
• Whenever possible, resolves question directly so that patient receives prompt satisfaction.
• Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.
• Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.
• Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.
• Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.
• Identifies and communicates complaint patterns to management team.
• Maintains strictest confidentiality.
• Document all actions in the system notes.
• Demonstrate a positive attitude and serve others with personal service 100% of the time.
• Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.  
• Meet Customer satisfaction standards set forth by management
• Meet Productivity/Performance standards as set forth by management.
• Adhere to all company policies and procedures.
• Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered.  Report information systems security problems.

Non-Essential Duties and Responsibilities:

• Perform other duties as assigned.

Education/Licensing/Certification:

• High-school graduate or equivalent.
• Associate degree in business administration or related field of study is preferred.

Experience:

• Two years of collection experience preferred or equivalent combination of education and experience will be considered.  Prefer experience in a health care organization.

Knowledge and Skills:

• Excellent verbal and written language skills to answer customer concerns in simple, understandable language.
• Proficiency with math skills -  (i.e., skill in calculation of charges, payments and adjustments)
• Knowledge of insurance processing, guidelines and general laws related to all payers
• Must be able to establish proficiency in using the IDX practice management system
• Excellent customer service skills
• Ability to multi-task effectively
• Data entry skills
• Basic knowledge of CPT, ICD-9 and ASA codes
• Sound problem solving skills & decision making ability
• Strong analytical skills
• Skill in gathering and reporting information from multiple sources, (IDX, internet, electronic records) 
• Must have a pleasant disposition and high tolerance level. 
• Must display a positive “teamwork” attitude and strong interpersonal skills
• Ability to work effectively and independently with staff, physicians and external customers with limited supervision

• Ability to maintain confidentiality
• Ability to read, write, and speak English
• Willingness and ability to follow direction and/or company policy as directed by management.