Customer Service Specialist

Responsibilities

• Handle a high volume of in-and-outbound phone calls to address various questions and concerns.
• Researches any overdue account balances that are fully or partially unpaid and follow up by mail and/or phone to patients on delinquent payments.
• Respond promptly to patient/internal team inquiries with clear communication and high-quality service.
• Research customer's accounts thoroughly and documents appropriately.
• Resolves discrepancies and prepare adjustments and refunds as necessary.
• Collaborates with various departments within the Central Billing Office to resolve requests.
• Ensure that all information regarding collection activity on accounts is entered accurately into the system.
• Responds to written requests submitted electronically and ensures timely resolution.
• Brings recurring issues to the attention of the department supervisors/manager.
• Conduct duties with empathy, support, respect, and professionalism at the core of every interaction.
• Evaluates and identifies priority accounts.
• Performs other duties as required.
• Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.
• Patient collections experience for 1 year or more preferred.
• Excellent internal/external customer services skills both verbal and written.
• Must exhibit the ability to articulate well in email and written form and send clear and concise communication, with internal requests following UPSI internal communications protocols.
• The ability to meet critical deadlines.
• Intermediate knowledge of Word, Excel, PowerPoint, Access, and Outlook.
• Sound judgement and strong skills with respect to interpersonal relations, critical thinking, problem solving and analysis.
• Be able to multi-task and handle competing priorities while meeting or exceeding deadlines.
• Must be proficient in computer skills necessary to perform job duties and must have strong knowledge of computerized billing systems.
• Must possess a positive attitude to enhance a cooperative and energetic work environment. Excellent knowledge of health care billing procedures, documentation, regulations, payment cycles and standards.
• Must be flexible to perform the various tasks required by the department on a daily basis.
• High School Diploma or equivalent