Customer Service Representative

Description

Primary Responsibilities

1. Provide prompt,  courteous, and accurate customer service for all calls, with a solid      understanding of worker’s compensation guidelines.
2. Working knowledge of   CompIQ, Zendesk, and any client proprietary software
3. Understanding of  State rulings and regulations as relating to Workers’ Compensation.
4. Understanding of  medical bill processing rules and guidelines, including how to read Bill      Review Logs.
5. Perform administrative tasks such as managing faxes, resubmitting bills, updating      spreadsheets, phone message retrieval, and e-mails  within 24 hours,      etc.
6. Processing medical bills, coding, or data entry with 98% accuracy during phone downtime or as assigned.
7. Be available to  switch schedules, with little notice, between the hours of 8am and 8pm      Eastern Time, Monday through Friday, to provide support coverage for our call centers.

Collateral Responsibilities

1. Demonstrate the ability to work both individually and in a team environment
2. Respond  to provider issues and direct problem resolution
3. Set an example of courtesy and professionalism for all co-workers and customers
4. Complete additional work assignments as required by management

Requirements

Minimum Qualifications

1. High school diploma and or 
2. Ability  to learn ICD-9/ICD-10 and CPT/HCOC coding
3. Ability  to use Microsoft Windows-based software
4. Ability  to learn and apply basic medical terminology
5. Excellent  oral and written skills in English (American)
6. Ability  to assess and document reconsideration issues based on caller’s issue
7. Ability  to work in a team environment
8. Minimum  one (1) year of Customer Service experience (voice)
9. Must be able to work an 8 hour shift between 8am EST and 8pm EST, Monday Through      Friday, in addition to working on holidays in the Philippines and having  no work on U.S. holidays. 

Preferred Qualifications

1. Two (2)  years experience in Customer Service Department
2. Two (2)  years experience in Workers’ Compensation
3. Two (2)  years experience in a medical setting
4. Six (6)  months experience in Bill Review Department