Customer Service Rep I - Non-Exempt

HireTalent is a staffing and recruiting firm, and they are seeking a Customer Service Rep I to manage customer inquiries and support services. The role involves handling patient account information, verifying insurance eligibility, and participating in team initiatives to improve service quality.

Responsibilities:

• Manage Program wide fax number and distribute faxes to appropriate team members by uploading into program software
• Answer program 800 phone line
• Provides support for inquiries from internal and external customers regarding account/authorization status. Maintains updated information on patient accounts
• Handles internal and external customer inquiries regarding authorization status and insurance verification history
• Actively participates in team initiatives and in team status meetings; Additional team activities, projects, and workflow as assigned
• Actively participates in process and service improvement activities
• Encourages and supports staff members in the pursuit of service excellence
• Develops understanding of our client therapies within pain interventions space
• Performs eligibility verifications on patient accounts as new insurance plans/carriers are identified; updates information on expired insurance plans/carriers
• Meets or exceeds key performance indicators measuring productivity, quality, and service level as defined by Senior Management
• Research issues off-line as needed with payor/physicians/ patient; conducts follow-up calls with customers, initiating conference calls between insurance carrier and patients to resolve customer concerns
• Initiates follow-up activities regarding open authorizations and makes written and verbal inquiries to payors. Analyzes and problem-solves account issues to full resolution
• Answers all calls and inquiries with professionalism and seeks to have 'one call resolution.'

Requirements:

• Manage Program wide fax number and distribute faxes to appropriate team members by uploading into program software
• Answer program 800 phone line
• Provides support for inquiries from internal and external customers regarding account/authorization status
• Maintains updated information on patient accounts
• Handles internal and external customer inquiries regarding authorization status and insurance verification history
• Actively participates in team initiatives and in team status meetings; Additional team activities, projects, and workflow as assigned
• Actively participates in process and service improvement activities
• Encourages and supports staff members in the pursuit of service excellence
• Develops understanding of our client therapies within pain interventions space
• Performs eligibility verifications on patient accounts as new insurance plans/carriers are identified; updates information on expired insurance plans/carriers
• Meets or exceeds key performance indicators measuring productivity, quality, and service level as defined by Senior Management
• Research issues off-line as needed with payor/physicians/patient; conducts follow-up calls with customers, initiating conference calls between insurance carrier and patients to resolve customer concerns
• Initiates follow-up activities regarding open authorizations and makes written and verbal inquiries to payors
• Analyzes and problem-solves account issues to full resolution
• Answers all calls and inquiries with professionalism and seeks to have 'one call resolution.'