Job Summary
The Insurance A/R – Call Center Rep (REMOTE) is the primary point of contact for customers, handling inquiries, providing information, resolving issues, and ensuring a positive customer experience. This role requires strong communication skills, attention to detail, and the ability to handle a variety of customer requests in a professional and efficient manner. The Customer Service Representative I will work closely with other team members and departments to address customer needs and ensure satisfaction.
As an Insurance A/R – Call Center Representative at Community Health Systems (CHS) – SSC Nashville, you’ll play a vital role in supporting our purpose to help people get well and live healthier by providing safe, quality healthcare, building enduring relationships with our patients, and providing value for the people and communities we serve. Our team members enjoy a robust benefits package including medical, dental and vision, insurance, and 401k.
Essential Functions
- Handles customer interactions through multiple communication channels, proficiency in written and verbal communication is crucial for this role.
- Serves customers by clarifying customer inquiries, determine the cause of the customer inquiry, provide best solution to resolve the customers inquiry.
- Provides triage support services to perform resolution on common issues related to platforms, user apps and back-office processes.
- Resolves, expedites corrective action or escalates customer inquiry to next level for resolution.
- Adheres to quality measures and standards captured through quality monitoring and evaluations.
- Documents timely, complete and accurate actions, including issue and resolution in systems.
- Customer Service representatives work in a performance driven environment guidd by specific metrics and standards used to measure productivity and quality of service
- Performs other duties as assigned.
- Complies with all policies and standards
- Answer in-bound calls to Shared Services Center – Nashville from patients, insurance companies and attorneys.
- Make out-bound calls to collect on early out self-pay patient balances.
- Perform insurance follow up to address customer concerns and based on the calls whether inbound or outbound and will research customer billing concerns per payer and create appropriate adjustments as needed.
- Ensure created adjustments receive proper approval and sign off.
- Address coordination of benefits issues with patients.
Qualifications
- H.S. Diploma or GED required
- Associate Degree in customer service, business, or a related field preferred
- 1 year of experience in a hospital or physical business office preferred
- 1 year of experience in call center with background of productivity expectations with high call volumes including customer correspondence
- 1 year of experience with medical revenue cycle processes from scheduling through agency placement and final account disposition
- Knowledge of insurance collection follow up or self-pay collections
- Experience and knowledge about EOB, Remits, and UB-04s preferred
Knowledge, Skills and Abilities
- Strong verbal and written communication skills with the ability to interact professionally with customers.
- Experience using customer service software, call management systems, enterprise (ERP) wide platforms, or CRM tools is a plus.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook), Google Suite, and customer management systems.
- Ability to remain calm and professional under pressure in a fast-paced environment.
- Excellent problem-solving skills and the ability to handle difficult or challenging situations.
- Detail-oriented with strong organizational and multitasking abilities.
We know it’s not just about finding a job. It’s about finding a place where you are respected, valued and where your work is purposeful and fulfilling. A place where your talent is recognized, professional development is encouraged and career advancement is possible.
The Shared Services Center – Nashville provides business office support functions like billing, insurance follow-up, call center customer service, data entry and more for hospitals and healthcare providers. But we’re not only about work. We know employing a skilled and engaged team of professionals is vitally important to our success, so we make sure to offer competitive benefits, recognition programs, professional development opportunities and a fun and engaging team environment.
Community Health Systems is one of the nation’s leading healthcare providers. Developing and operating healthcare delivery systems in 40 distinct markets across 15 states, CHS is committed to helping people get well and live healthier. CHS operates 71 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.