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    Customer Service Specialist - Modesto, United States - Companalyst

    Companalyst
    Companalyst Modesto, United States

    1 week ago

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    Description

    Customer Service Specialist in Brown & Toland Physicians

    **Customer Service Specialist**

    POSTED ON 3/7/2022 AVAILABLE BEFORE 5/6/2022 Brown & Toland Physicians Modesto, CA Remote Full Time Job Posting for **Customer Service Specialist** at **Brown & Toland Physicians** Under close supervision, the Customer Service Specialist (CSS) is responsible for the effective and thorough handling of telephonic inquiries from all B&T customers. Accurately responds to inquiries on B&T policy regarding: claim status and adjustment, authorization and referral, eligibility, network composition, access and quality of care. Works with other B&T departments in the resolution of all customers inquires in a timely manner. Tracking of all inquiries and appropriate follow-up are required.

    **Qualifications**

    Required Education: High school Diploma or G.E.D.

    **Minimum Experience: 3 years customer service experience in a medical / healthcare call center environment**

    Claims / Referral Services experience

    Epic/EMR Experience

    Customer Service Phone Queue Experience

    **Job Duties & Responsibilities**

    Responsible to answer inbound and outbound calls for Claims, Customer Service and Referral Services department ACD queues; ensures that all telephonic inquiries are resolved satisfactorily and maintains professional and considerate relationships with all B&T customers both internal and external striving for excellent customer service; conveys confidence and expertise through the utilization of appropriate reference materials when answering all inquiries; listens attentively to customer issue(s) and deciphers customers needs to resolve in a competent, professional and thoughtful manner.

    Coordinates with internal and external sources to obtain necessary information to resolve customer issues creatively; escalates issues as appropriate to Lead, Supervisor or Manager.

    Provide education and assist in trouble shooting to offices related to enrollment and appropriate use of BTCare, eFax and submission of clinical notes; solves problems creatively while consistently maintaining professionalism in all customer (internal and external) interactions.

    Functions as part of a team contributing to the goals of the department with a positive and professional manner; works in a rotation with peers to provide coverage for the Front Desk based on schedule determined by leadership.

    Meets or exceeds all established production and quality standards; adheres to assigned schedule and manages time off effectively and is compliant with the absence and tardiness policies as outlined in the employee handbook.

    Must be able to research complicated issues and follow up with providers or members within the established turnaround time measures.

    Assist the team with the management of the contact us portals on Brown & Toland website and respond to member inquiries within established turnaround time; triage of all incoming faxes to the Customer Service fax line based on schedule determined by leadership.

    Support of company initiatives related to AHA health fairs and Open enrollment meetings. Attend a minimum of 1 event per year.

    **Knowledge, Skills & Abilities**

    Proficient computer skills including Microsoft Office (Word, Outlook, Excel, PowerPoint).

    Use independent judgment and initiative within established policies and procedures.

    Ability to Interact and maintain excellent relationships with internal and external contacts to support compliance and high levels of service.

    Be an Ambassador for Brown & Toland and create a positive customer experience by utilizing your skills in Superior oral and written communication skills. Use a professional approach at all times to problem resolution, strong organizational skills, ability to prioritize projects, and maintain an excellent attendance record.

    Understanding and application of ICD-10, RVS, CPT codes, basic medical terminology and systems experience is required.

    Knowledge of medical terminology, enrollment and membership activities and claims processing procedures/systems is required.

    Ability to work as an effective team member recognizing the need for a positive manner at all times.

    Solves problems creatively while consistently maintaining professionalism in all customer (internal and external) interactions.

    Must be able to communicate with internal and external customers at all levels of management.

    Must be able to handle escalated communication professionally and efficiently

    Job Type: Full-time

    Pay: $ $21.00 per hour

    Benefits:

    401(k)

    Dental insurance

    Health insurance

    Paid time off

    Work from home

    Schedule:

    8 hour shift

    Education:

    High school or equivalent (Required)

    Experience:

    Healthcare Customer Service: 1 year (Required)

    EMR/Epic: 1 year (Required)

    Work Location: One location

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