Customer Service Representative (REMOTE)

Shared Services Center - Franklin, TN

Full-time

Remote - Franklin, TN

Executive, Legislative, and Other General Government Support

About the position

The Call Center Representative (CSR) position at CHS Shared Service Center - Nashville is primarily responsible for day-to-day customer service duties, focusing on building helpful and friendly relationships with patients. This role is vital in supporting the organization's mission to provide quality healthcare and enhance patient experiences. The CSR will handle inbound calls, address customer concerns, and ensure effective communication with patients and insurance companies.

Responsibilities

• Answer in-bound calls from patients, insurance companies, and attorneys.
• Perform insurance follow-up to address customer concerns.
• Research customer billing concerns per payer and create appropriate adjustments as needed.
• Ensure created adjustments receive proper approval and sign off.
• Address coordination of benefit issues with patients.
• Escalate coding issues to the proper facility liaison.
• Forward all patient and payer refund correspondence to the Overpayment Resolution team.
• Perform other duties as directed by the Manager and/or Director.

Requirements

• One (1) or more years of experience in a call center environment.
• One (1) or more years of experience in healthcare.
• Effective and professional telephone communication/customer service skills.
• Ability to work independently to achieve goals, objectives, and productivity requirements.
• Flexibility and organizational skills to function well under stressful conditions.
• High School Diploma or equivalent.

Nice-to-haves

• One (1) or more years of experience in insurance collections follow-up or accounts receivable (A/R).
• Proven success in a production or metrics-based environment.
• Ability to define problems, collect and validate data, establish facts, and draw valid conclusions.
• Knowledge of medical revenue cycle processes from scheduling through agency placement and final account disposition.
• Knowledge of medical terminology, EOBs, remit, and UB-04 claims.
• Bi-lingual.
• General knowledge of Microsoft Office tools including Excel and Word.

Benefits

• Health insurance
• Flexible scheduling
• 401k and other elective benefit programs