Customer Service Representative; Call Center

Classification:
Non-Exempt

Level: Tier I

Salary Range: $18. to $24.00 with monthly incentive potential ($180.00 to $1250.00 per month)

Reports to:

Director of Operations

• Medical
• Dental
• Vision
• Life
• LTD
• Generous 401k contributions (Automatic 3% to 5% Annually)
• Starting Paid Time Off (PTO) 15 days your first year (earned per pay period)
• Holiday pay with time off to spend with your non APU family
• Historical Christmas Bonus Payments
• Monthly 15 Minute Chair Massages
• Fun Committee Activities
• Work from Home opportunities within Texas upon successful training in person.

Summary/Objective:
This position is responsible for contacting providers and resolving potential overpaid claims for medical, dental and long-term care providers on behalf of insurance clients that APU represents. This position is primarily an outbound calling role in a fast-paced working environment.

Our culture is built on being polite, persistent, and proactive, and any candidate seeking a job at APU must adopt these core principles.

• Politely and effectively communicates with medical, dental, and long-term care providers regarding identified insurance over payments.
• Persistent at problem solving and escalated appropriately.
• Proactively making contact and responding both verbally and in writing with providers.
• Responsible for maintaining and accurately updating in the operating system, to include: points of contact, adding or creating notes, recovery stages, etc.
• Perform administrative duties to include: creating notes, researching over payments, sending emails/faxes, etc.
• Basic level of policies & procedures
• Positively respond to coaching, mentoring and feedback.
• Ability to work in a fast-paced and team environment.
• Achieve daily, weekly, and monthly recovery goals and metrics.

• Ability to perform the essential job functions
• Professionalism
• Communication Proficiency – written and verbal communication
• Customer/Client Focus
• Problem Solving/Analysis
• Able to multitask
• Teachable
• Committed to the mission of the company
• Dedicated to the core values of the company

This position has no supervisory responsibilities.

• High School Diploma or equivalent.
• Possess excellent computer skills
• Possess excellent interpersonal skills, oral and written communication skills
• Be able to work independently
• Be detail oriented, accurate and precise in completing the tasks associated with the position
• Intermediate Windows & MS Office Skills are mandatory.

• Experience in processing Long Term Care/Medical/Medicare/Medicaid/Dental or some type of insurance billing or auditing.
• Call center experience
• Customer service experience have Mainframe, “green screen” experience or similar systems
• Have expert knowledge of Microsoft Excel, Word & Outlook.

• Passing of skill test will be required.
• Must attend all days of onboarding training. If unable to attend all days of the training which are held in the first 30 days, the applicant will be rescheduled for the next available training. If unable to attend all days of the rescheduled training, the employee will be released from employment.

Candidates selected will be subject to a pre‑employment background investigation (drug test, credit check, reference verification) and skills test.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This is a full‑time position. Days and hours of work are Monday through Friday, 8 a.m. to 5 p.m. This position requires 40 hours per week with some time outside of the normal hours.

No travel is expected for this position.

The physical demands described here…