Customer Care Representative - Contract

JOB SUMMARY 

Responsible for answering inbound customer service calls related to patient accounting questions. When inbound call volumes are low incumbent may make outbound follow up calls on outstanding AR accounts. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Answer inbound customer service calls and make some outbound follow up calls in a professional, service oriented manner.  Answer the calls timely without drops/abandons.
• Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on timely, first call resolution.  Document all actions during the call in proprietary software.  Escalation paths are well documented, in the event of necessity.
• 1x1s and huddles with leadership to review performance opportunities, and provide coaching

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exceptional customer service skills including effective and efficient problem solving and analyzing skills
• Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar
• Ability to effectively summarize what transpired on a call in notes, to enable the next team member to pickup where you left off
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
• Ability to perform essential job functions with high degree of independence, flexibility, and creative problem solving techniques
• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
• Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
• Ability to interpret and apply reimbursement aspects of managed healthcare contracts
• Attentive listening skills 
• Ability to clearly articulate a response to the customer using appropriate voice modulation

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment.  This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• High school education or the equivalent
• 1 – 2 years prior experience in an inbound call center and/or customer service environment; hospital patient account billing with experience or knowledge of 3rd party reimbursements from insurance companies and government payers is a plus.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to sit at a computer terminal for extended periods of time

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Call Center environment with headset and multiple workstations within close proximity
• Hospital Environment may include direct patient interaction

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities, and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based car