Customer Service Representative- START ASAP

TEKsystems - Putnam, CT

Full-time - Entry Level

Putnam, CT

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Customer Service Specialist at TEKsystems is responsible for managing the front-end process to ensure effective service delivery for patients. This role involves handling inbound and outbound calls in a fast-paced environment, verifying information from referrals, creating orders, and scheduling equipment for patients as prescribed by their doctors. The specialist also educates patients about their financial responsibilities when necessary.

Responsibilities

• Develop and maintain working knowledge of current products and services offered by the company
• Answer all calls and emails in a timely manner, in adherence to their goals
• Document all call information according to standard operating procedures
• Answer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resource, and follow up on customer calls where necessary
• Review all required documentation to ensure accuracy
• Accurately process, verify, and/or submit documentation and orders
• Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles
• Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
• Navigate through multiple online EMR systems to obtain applicable documentation
• Enter and review all pertinent information in EMR system including authorizations and expiration dates
• Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in the company's database system, if not request the new carrier is entered
• Contact patient when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
• Meet quality assurance requirements and other key performance metrics
• Facilitate resolution on customer complaints and problem solving
• Pay attention to detail and demonstrate great organizational skills
• Actively listen to patients and handle stressful situations with compassion and empathy
• Be flexible with the actual work and the hours of operation
• Utilize company provided tools to maintain quality.

Requirements

• Strong communication skills, both verbal and written
• Ability to handle multiple tasks in a fast-paced environment
• Experience with customer service or related field
• Familiarity with insurance verification processes
• Proficiency in using EMR systems and other relevant software
• Attention to detail and strong organizational skills
• Ability to work collaboratively with team members and management

Nice-to-haves

• Experience in healthcare or medical customer service
• Knowledge of insurance guidelines and authorization processes
• Ability to work flexible hours

Benefits

• Health insurance
• 401k plan
• Paid time off
• Professional development opportunities