Customer Service Professional- Inbound

Summary: EMS|MC is the largest billing services provider focused exclusively on emergency medical services in the U.S. The Customer Service Professional-Inbound role involves answering customer calls, addressing inquiries, and ensuring compliance with company policies while providing excellent service. Responsibilities: - Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures - Answer phone calls quickly and in a pleasant, professional manner - Identify each caller’s needs and determine the next appropriate action, which may include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and/or notifying - Utilize all resources provided: Job aids, SOP’s. Question Queue, Client Specs - Notify supervisors/management of complaints that cannot be resolved on the first call - Address each caller’s needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner - Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner. Documentation must be understandable if read later and/or by another employee - Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor or member of management - Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call - Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations - Consistently support and demonstrate the company mission and values - File insurance from information provided by patient on the EMSMC website in an accurate and timely manner - Mentoring of new hires - Perform other necessary tasks as assigned - Maintain required turnaround time as dictated by process or client - Maintain Customer Service call audit and HIPAA scores of 98% Required Qualifications: - High School Diploma - Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA - Strong, effective, and professional written and verbal communication skills. Must be able to apply these skills with individuals from diverse backgrounds both internal & external to the company - Ability to collaborate effectively with multi-departmental and diverse teams to achieve results. This includes the application of an appropriate balance of assertiveness and professionalism to drive processes to completion - Strong, accurate typing and data entry skills - Ability to learn, understand, and work within specific client requirements - Highly organized with ability to be proactive, manage time, and prioritize work with little supervision - Ability to function well within a cross-functional team setting and independently - Willing and able to adapt to changes in work environment, procedures, priorities, schedule, and job duties - Detail-oriented Preferred Qualifications: - Previous medical billing and/or accounts receivable experience - HIPAA certification - Strong MS Office skills with the ability to manipulate data and create formulas in Excel Required Skills: Medicare billing, Medicaid billing, Commercial billing, Patient reimbursement, HIPAA compliance, Medical billing, Accounts receivable, MS Office, Excel formulas, Typing, Data entry Benefits: Discretionary bonus plan, Comprehensive benefit package, Retirement plan, Health coverage, Paid time off