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. This is a hybrid role where candidate will report to the office to cover PTO for the current in office position.
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.
