Note: The job is a remote job and is open to candidates in USA. Tenet Healthcare provides healthcare services and financial and clinical performance solutions through Conifer Health. The RCM Customer Service Representative answers patient accounting inquiries, supports first-call resolution, escalates issues when needed, and conducts outbound follow-up calls on outstanding accounts.
Responsibilities
- 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 first call resolution. Facilitate resolution by referring the matter to the issue/content expert. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter
- Other duties as assigned
Skills
- 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 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
- 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
- Ability to sit at a computer terminal for extended periods of time
Benefits
- Position may be eligible for a signing bonus for qualified new hires, subject to employment status.
- Conifer observed holidays receive time and a half.
- Medical, dental, vision, disability, and life insurance, subject to employment status.
- 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, subject to employment status.
- 401k with up to 6% employer match, subject to employment status.
- 10 paid holidays per year, subject to employment status.
- Health savings accounts, healthcare & dependent flexible spending accounts, subject to employment status.
- Employee Assistance program, subject to employment status.
- Employee discount program, subject to employment status.
- Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance, subject to employment status.
- For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.
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