JOB SUMMARY
Working Location: Remote (must reside in the US)
Shift Information: Usually 8:00 am-4:30 pm, 8:30 am-5:00 pm, 10:00 am-6:30 pm,
or 10:30 am-7:00 pm central time
Call Center and EPIC experience preferred.
Responsible for answering inbound customer service calls related to patient
accounting questions. When inbound call volumes are low incumbent may make
outbound follow up calls on outstanding AR accounts.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned.
Answer inbound customer service calls and make some outbound follow up calls
in a professional, service oriented manner. Answer the calls timely without
drops/abandons.
Ascertain the reason for the call and assist the caller with their questions,
concerns or problems with the focus on timely, first call resolution.
Document all actions during the call in proprietary software. Escalation
paths are well documented, in the event of necessity.
1x1s and huddles with leadership to review performance opportunities, and
provide coaching
KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative
of the knowledge, skill and/or ability required. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential
functions.
Exceptional customer service skills including effective and efficient problem
solving and analyzing skills
Professional and calming tone of voice with complete command of the English
language free of use of inappropriate grammar
Ability to effectively summarize what transpired on a call in notes, to
enable the next team member to pickup where you left off
Ability to facilitate conversations with others and establish an
understanding of the customer's issue/reason for contact
Ability to perform essential job functions with high degree of independence,
flexibility, and creative problem solving techniques
Ability to maintain control of the call by de-escalating issues and
instilling confidence that the resolution has been found.
Ability to function effectively under stress of conflicting demands on time
and attention and, sometimes, under duress from difficult personalities
Ability to interpret and apply reimbursement aspects of managed healthcare
contracts
Attentive listening skills
Ability to clearly articulate a response to the customer using appropriate
voice modulation
Conifer requires its candidates, as applicable and as permitted by law, to
obtain and provide confirmation of all required vaccinations and screenings
prior to the start of employment. This may include, but is not limited to, the
COVID-19 vaccination, influenza vaccination, and/or any future required vaccines
and screenings.
EDUCATION / EXPERIENCE
Include minimum education, technical training, and/or experience preferred to
perform the job.
High school education or the equivalent
1 – 2 years prior experience in an inbound call center and/or customer
service environment; hospital patient account billing with experience or
knowledge of 3rd party reimbursements from insurance companies and government
payers is a plus.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
Ability to sit at a computer terminal for extended periods of time
WORK ENVIRONMENT
The work environment characteristics described here are representative of those
an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
Call Center environment with headset and multiple workstations within close
proximity
Hospital Environment may include direct patient interaction
As a part of the Tenet and Catholic Health Initiatives family, Conifer Health
brings 30 years of healthcare industry expertise to clients in more than 135
local regions nationwide. We help our clients strengthen their financial and
clinical performance, serve their communities, and succeed at the business of
healthcare. Conifer Health helps organizations transition from volume to
value-based care, enhance the consumer and patient healthcare experience and
improve quality, cost, and access to healthcare. Are you ready to be part of our
solutions? Welcome to the company that gives you the resources and incentives to
redefine healthcare services, with a competitive benefits package and leadership
to take your career to the next step!
Compensation and Benefit Information
Compensation
Pay: $14.50 - $21.80 per hour. Compensation depends on location,
qualifications, and experience.
Position may be eligible for a signing bonus for qualified new hires, subject
to employment status.
Conifer observed holidays receive time and a half.
Benefits
Conifer offers the following benefits, subject to employment status:
Medical, dental, vision, disability, and life insurance
Paid time off (vacation & sick leave) – min of 12 days per year, accrue at a
rate of approximately 1.84 hours per 40 hours worked.
401k with up to 6% employer match
10 paid holidays per year
Health savings accounts, healthcare & dependent flexible spending accounts
Employee Assistance program, Employee discount program
Voluntary benefits include pet insurance, legal insurance, accident and
critical illness insurance, long term care, elder & childcare, AD&D, auto &
home insurance.
For Colorado employees, Conifer offers paid leave in accordance with
Colorado’s Healthy Families and Workplaces Act.