Must Haves
- 2+ years of customer service experience
- High school diploma or GED
- Experience working in a healthcare/medical environment
- Strong phone-based customer service and communication skills
Preferred Qualifications
- Medical billing or revenue cycle customer service experience
- Working knowledge of copays, deductibles, and coinsurance
- Familiarity with medical billing and insurance terminology
- Epic experience
- NICE CXone or similar contact center platform experience
Day-to-Day
Insight Global is seeking a qualified Customer Service Representative to support one of our large healthcare clients. This candidate will support patients and members by researching and resolving telephone inquiries while delivering high-quality customer service. Day to day will include but it is not limited to:
- Handle approximately 45 to 50 inbound patient or member calls per day in a high-volume call center environment.
- Research and resolve questions related to billing, payments, insurance, member eligibility, prescription benefits, and claim payments.
- Assist patients with copays, deductibles, coinsurance, payment inquiries, billing updates, and payment plan options.
- Support patient service needs, including updating billing information and patient scheduling.
- Work toward first-contact resolution for standard inquiries whenever possible.
- Clearly explain billing, insurance, and account information to patients or members.
- Provide high-quality customer service through effective communication and patient education.
- Recognize when an issue requires additional support and appropriately connect with or soft transfer to Tier 2.
- Research patient accounts, document activity, and complete account-related work within Epic.
- Accurately enter and update information while actively communicating with patients or members.
- Follow Sentara-provided scripts, workflows, and established processes.
- Maintain efficient call handling, with a target average handle time of approximately five minutes or less for standard first-contact-resolution calls.
- Participate in ongoing training as workflows and processes evolve.
- Work independently in a fully remote environment while remaining available and ready to accept calls throughout the scheduled shift.
Compensation: $18/hr to $20/hr.
Exact compensation may vary based on several factors, including skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.