Client Services and Collections Call Center Representative

Overview

Shift: Monday-Wednesday 9AM-5PM, Friday and Saturday 8AM-4PM and off on Sunday and Thursday

 

Under the direction of the Call Center Supervisor, the Client Concierge Call Center Representative is responsible for receiving inbound phone calls from clients requesting information pertaining to services offered at CMS, including but not limited to transportation requests and coordination, information regarding medication-assisted treatment, appointment scheduling, general inquiries, insurance verification, treatment payment collection, and insurance enrollment assistance.

 

As you join our mission to help those suffering from substance use disorders reclaim their lives, expect to thrive in a comfortable, welcoming, and fun environment where you are valued for the work you do, championed by passionate leaders, and equipped with the tools and ongoing training you need to achieve your goals. 

 

Along the way, we’ll invest in your well-being through a benefits package for full-time employees that includes:

• Subsidized medical, dental, and vision insurance
• Health savings account
• Short and long-term disability insurance
• Life insurance
• Paid sick, vacation, and holiday time
• 401K retirement plan with match
• Tuition and CME reimbursement up to 100%
• Employee assistance program to support your mental health and wellness
• Ongoing professional development 

Responsibilities

Responsiblities:

• Answer all calls with a sense of urgency and effectively manage a high volume of inbound calls in a courteous and professional manner
• Navigate electronic medical records to access and update client information
• Use established protocols to determine client eligibility for various services
• Coordinate requests with transportation providers
• Resolve client concerns and escalate elevated concerns to a supervisor
• Document interactions with clients and potential clients appropriately in electronic health records, tracking documentation, and call logs
• Verify client insurance coverage and benefits to determine eligibility for treatment services
• Assist clients with insurance enrollment, including providing information on Medicaid, Medicare, and other available coverage options
• Collect and process treatment payments, including co-pays, deductibles, and outstanding balances
• Explain payment options and financial assistance programs to clients as needed
• Work closely with the billing department to ensure accurate processing of insurance claims and payments

Qualifications

Education, Certification and Experience Requirements

• Basic to intermediate computer knowledge and strong typing skills
• Sensitivity to individuals with substance use disorder
• Problem solving, conflict resolution, and strong customer service skills
• Passion, humility, integrity, positive attitude, mission-driven, and self-directed
• Excellent verbal and written communication skills
• Strong team player comfortable working in a fast-paced setting
• Flexible with the ability to work in a continuously changing environment
• High school diploma or GED required
• 2+ years of experience working in a high-volume call center and/or healthcare customer service department preferred but no required
• Experience with insurance verification, payment collection, or billing preferred
• Bilingual preferred but not required
• Ability to work flexible hours including nights, weekends, and holidays

Tools and Equipment Requirements

• The ability to use a phone, computer, printer, and copier is required
• Frequent use of Microsoft office products, including but not limited to Outlook, Word, Excel, and PowerPoint
• The ability to use the internet and various web browser software is required

Physical Working Conditions and Office Setting Description

• Requires prolonged sitting, standing, frequent bending, stooping, or stretching
• Frequent and prolonged typing, operation of computer, keyboard, and telephones required
• Requires occasional use of fax machines, telephones, copiers, and other office equipment
• Employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and or move up to 50 pounds

#CLSTF