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Customer Service Representative

Unknown, MD 9999

Posted: 12/06/2022 Employment Type: Contract Job Category: Customer Service Job Number: 533698 Is job remote?: Yes Country: United States

Job Description

Job Title: Customer Service Representative
Duration: 2 months

Fully Remote

  • Performs a detailed insurance benefit verification for all products including obtaining patient responsibility, researching payer coverage criteria, and any required prior authorization requirements.
  • Maintain clear documentation of all tasks, review reports for accuracy and completeness, prepare and send insurance benefit verification results to healthcare providers, and protect PHI, all within the departments directed time allotment.
  • Reports any payer delays/ reporting challenges and escalates complaints accordingly to Team Lead and/or Supervisor as necessary.
  • Collaborates with Market Access and Field Reimbursement teams to further investigate reporting issues or change in payer coverage criteria.
  • Performs related duties as assigned.
  • 2+ years of customer service, healthcare admissions/intake, and/or reimbursement experience within the biotechnology, pharmaceutical or Durable Medical Equipment (DME) industry, or related field
  • Basic knowledge of Medicare, Medicaid, and Private Insurance Reimbursement Methodology
  • Able to interpret and analyze detailed medical policies and coverage criteria
  • Understanding of the patient’s benefits verification process including health plan benefit structure (coverage, deductible, out of pocket, benefits exclusions, etc.)

  • Bachelor's Degree
  • Experience or education in a healthcare related, life sciences, or quantitative field (Medicine, Nursing, Biology, Biochemistry, Engineering, Math, Finance/Accounting, or related)
  • Preferred
  • Reimbursement and/or Healthcare admissions/Intake experience within the healthcare industry

  • Prior experience working for a medical or pharmaceutical reimbursement hub or hotline
  • Previous coding and billing experience in the healthcare industry - preferred, but not required
  • Intermediate knowledge of Microsoft based products/Office Suite (Word, Excel, Outlook, Skype, TEAMS, etc.)
  • Basic understanding of Data Entry/Customer Relationship Management programs (SalesForce, Dynamics365, other)
  • Familiar with ICD 10 Coding

  • Exceptional Customer Service skills that align with the company best in class culture
  • Strong attention to quality and details in adherence to standards while ethically maintaining a business perspective
  • Strong work ethics and holds self-accountable with willingness to learn, and desire to continually improve
  • Ability to consistently interact professionally at multiple levels within a client-oriented organization
  • Possesses effective communication skills, oral, written, listening, and non-verbal
  • Excellent organizational and time management skills
  • Displays strong critical thinking skills
  • Flexibility and adaptability to change according to business needs
  • Able to handle high volume case situations and maintain a positive attitude in a fast-paced environment

Physical Demands:
  • Employee is regularly required to stand, sit, talk, hear/listen, and use hands and fingers to operate a computer and telephone keyboard
  • Close vision requirements due to computer work
  • Light to moderate lifting required, example: Using the in-office printer and refilling paper trays/toner
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