Customer Service Specialist

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Full Time Knoxville, TN, US

The Customer Service/ Copay Assistant Representative is responsible for answering incoming patient calls related to billing and office information. Primary duties also include obtaining and verifying necessary demographic and insurance information and processing patient payments over the phone.

This role is Monday through Friday, 8:00 a.m. to 5:00 p.m., with a hybrid schedule of two days in the office and three days working from home.

• Answer phones timely and in a prompt, professional and polite manner
• Handle inquiries about accepted insurances, office hours, services, locations, exams or self-pay fees, physician information, etc.
• Transfer calls to other areas/departments as applicable
• Process patient credit/debit card payments
• Provide customer service to patients with account inquiries.
• Document all calls to patient account
• Update and verify patient insurance information
• Review patient account and explain charges and balance clearly and precisely
• Collect outstanding balances
• Attends staff meetings as required
• Maintains strictest confidentiality; adhere to all HIPAA guidelines/regulations
• Performs other duties as assigned

• Ability to read, write and communicate and present a neat professional appearance.
• Familiarity with medical terminology and experience in a customer service environment preferred
• Experience with MS Office products and medical revenue cycle applications preferred
• Ability to process payments using various vendor portals
• Word processing and computer experience a must.
• Must be organized and detail oriented
• Create a good impression as a friendly, empathetic, composed, and efficient individual to the patient
• Demonstrate reliability, a pleasant attitude, and a willingness to perform the duties as required
• Ability to maintain and comply with patient confidentiality and integrity policy on all matters

• High school diploma or equivalent required
• One (1) year of work experience in a similar position, preferably in a medical office

Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Requires manual dexterity sufficient to operate a keyboard, telephone, copier, and other office equipment as necessary. It is necessary to view and type on computer screens for long periods. Work is performed in an office environment. Involves frequent phone contact with patients, staff members, referring physician’s offices and the public.

Work may be stressful eraction with others is constant and interruptive. Calls may involve dealing with ill patients and/or angry or upset patients.

This description provides only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve. It is not intended to be all-inclusive. The employee may be required to perform other reasonably related business duties as assigned.