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Customer Support Representative
Milwaukee, WI
Job Description
Acts as the primary point of contact for customers and performs clerical support, which includes responding to calls, faxes and electronic data transmission inquiries, new service requests, resolving customer concerns or complaints, and performing data entry.Responds to in-bound and makes outbound calls, faxes and electronic data transmission inquiries from/to the customer and/or referral source, which includes responding to new service requests, account changes, and resolving customer inquiries, concerns or complaints.Appropriately screens and documents requests for services. This includes taking incoming calls, answering customer's questions, completing intake forms, and documenting service request for coordination of care. Provides information on equipment, supplies and services, including promoting company products and services.Responsible for processing orders and obtaining payer information. Data enters transactions and any changes/updates to the patient's account, document information, online order entry and intake form.Identifies and reports problems regarding registration, coding, and charging to appropriate individuals and departments. Notifies patient accounts staff of insurance coverage lapses, and self-pay patient status.Resolves customer complaints by identifying problems and coordinating appropriate corrective action.Contacts insurance carriers to obtain benefit coverage, policy limitations, and pre-certifications for patients. Follows up with physician offices, financial counselors, patients and third-party payers to complete the pre-certification process.Collaborates with internal departments to provide account status updates, coordinate the resolution of issues, and appeal denied authorizations.Educates customers and referral sources regarding referral and authorization requirements, payer coverage, eligibility guidelines, documentation requirements, and insurance related changes or trends.Maintains knowledge of and reference materials of Medicare, Medicaid and third-party payer requirements, guidelines and policies. Remains up-to-date on insurance plans requiring pre-authorization.Performs office functions including ordering office supplies, word processing, faxing, and copying, distributing correspondence, sorting and distributing daily mail.Scheduled Hours Remote / Work from Home Monday - Friday, flexible work hours, will require core hours be worked during normal business hours 8:00am - 4:30pm.Licenses & CertificationsNone Required. DegreesHigh School Graduate. Required Functional ExperienceTypically requires 2 years of experience in customer service experience, preferably within a call center environment.Knowledge, Skills & AbilitiesIntermediate computer skills including experience in data entry and in the use of Microsoft Office or similar products.Excellent written and verbal communication skills, including the ability to handle multi-line phone and high call volume, and to effectively communicate with a variety of patients, staff and physicians.Excellent customer service skills including the ability to problem solve with minimal outside direction.Must be able to work with a high degree of accuracy and attention to detail.Proficient in the use of basic office equipment including: facsimile, 10-key calculator and/or numeric keypad and copier.
Job Summary
Company
Aurora Health Care
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
2+ years
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