[Remote] Customer Service Professional- Inbound

Note: The job is a remote job and is open to candidates in USA. EMS Management & Consultants, Inc. is the largest billing services provider focused exclusively on emergency medical services in the U.S. They are seeking a Customer Service Professional-Inbound to handle phone calls and customer service tasks while ensuring compliance with company policies. The role involves addressing caller needs, documenting calls, and providing feedback to improve service quality.

Responsibilities

• Answer phone calls quickly and in a pleasant, professional manner
• Identify each caller’s needs and determine the next appropriate action, which may include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and/or notifying
• Utilize all resources provided: Job aids, SOP’s. Question Queue, Client Specs
• Notify supervisors/management of complaints that cannot be resolved on the first call
• Address each caller’s needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner
• Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner. Documentation must be understandable if read later and/or by another employee
• Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor or member of management
• Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call
• Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations
• Consistently support and demonstrate the company mission and values
• File insurance from information provided by patient on the EMSMC website in an accurate and timely manner
• Mentoring of new hires
• Perform other necessary tasks as assigned by supervisor
• Assist with special projects as assigned
• Maintain required turnaround time as dictated by process or client
• Maintain Customer Service call audit and HIPAA scores of 98%

Skills

• High School Diploma
• Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA
• Strong, effective, and professional written and verbal communication skills. Must be able to apply these skills with individuals from diverse backgrounds both internal & external to the company
• Ability to collaborate effectively with multi-departmental and diverse teams to achieve results. This includes the application of an appropriate balance of assertiveness and professionalism to drive processes to completion
• Strong, accurate typing and data entry skills
• Ability to learn, understand, and work within specific client requirements
• Highly organized with ability to be proactive, manage time, and prioritize work with little supervision
• Ability to function well within a cross-functional team setting and independently
• Willing and able to adapt to changes in work environment, procedures, priorities, schedule, and job duties
• Detail-oriented
• Previous medical billing and/or accounts receivable experience
• HIPAA certification
• Strong MS Office skills with the ability to manipulate data and create formulas in Excel

Benefits

• Discretionary bonus plan
• Comprehensive benefit package
• Retirement plan
• Health coverage
• Paid time off

Company Overview