Customer Service – Medical

Job Title: Customer Service - Medical

Job : 90781

Location: Boise, Idaho

What you will be doing:

• Accepts inbound phone calls from patients, physician offices, and insurance carriers to collect self-pay balances and resolve concerns promptly within defined response times.

• Makes outbound phone calls to patients, physician offices, and insurance carriers as needed.

• Adheres to all applicable laws, regulations, and industry standards, including HIPAA guidelines.

• Verifies each patient's identity before disclosing information and updates account details (phone number, address, email).

• Maintains quality results by adhering to guidelines, call metrics, and time management standards.

• Follows provided scripts to facilitate consistent and expedient account resolution.

• Responds promptly to patient inquiries regarding billing procedures, policies, and statements.

• Utilizes multiple resources to resolve patient inquiries during calls.

• Documents all patient account activities concisely, including future steps needed for resolution.

• Under direct supervision, resolves routine questions and problems and escalates complex issues appropriately.

• Prepares written responses to patients regarding account resolution when necessary.

• Interacts effectively with administrative departments and hospital service areas to facilitate account resolution and explain insurance claim processing in clear, understandable terms.

• Actively engages in continuous learning, training programs, mentorship, and leadership development.

• Performs other duties as assigned.

What you must have:

• Minimum 2 years of experience in a call center, customer service, collections, healthcare customer service, or revenue cycle environment.

• Demonstrated ability to process information quickly, accurately, and efficiently.

• Experience working in a metrics-driven environment focused equally on productivity, quality, and customer experience.

• Ability to thrive in a fast-paced environment without sacrificing accuracy or quality.