Customer Service Representative

Responsibilities:         

1. Answer all incoming calls in a timely manner.
2. Assess callers need to determine appropriate action and act accordingly.
3. Prepare accurate and thorough messages and route appropriately in a timely manner.
4. Maintain knowledge of insurance plans BWC currently participates in and protocol for each plan regarding referrals, authorizations and other pertinent information needed to accurately answer any patient’s billing questions, disputes or concerns.
5. Verify all demographic and insurance information with all patients and update information accordingly.
6. Take appropriate actions to bill insurance companies or patients with corrected information including accepting and inputting secondary insurance information into the system and filing claims.
7. Communicate to patient payment expectations per BWC policy.
8. Maintain area and telephone coverage at all times, coordinating breaks and lunches with other staff in assigned areas.
9. Ensure timely submission of patient statements.
10. Assess patient accounts and distributes credits accordingly and in a timely manner that meets BWC credit balance policy.
11. Perform other duties as assigned.

Minimum Qualifications:

1. High school diploma or GED.
2. 2 Years Related Experience in Healthcare preferred.
3. Ability to perform multiple tasks simultaneously and maintain consistent work flow in a busy environment.
4. Ability to communicate well both written and orally.
5. Analytical skills to assess problems and independently determine appropriate response and action.
6. Ability to work with multiple departments.
7. Strong customer service skills.
8. Knowledge of and/or experience with computer systems.
9. Knowledge of Medicare, Medicaid, BCBS, and other insurance plans billing requirements of those accepted by office.
10. Ability to read and understand insurance’s explanation of benefits.
11. Medical office experience preferred.