Contact Center Specialist - Healthcare CSR

The Contact Center Specialist is responsible for answering a variety of incoming calls related to patient medical bills, insurance inquiries, Explanation of Benefits (EOB) forms, and bill payment arrangements. This role utilizes multiple internal systems to support and resolve overall patient billing needs.

Essential Functions and Tasks

• Provide exceptional customer service to callers
• Troubleshoot billing inquiries and explain insurance benefits, next steps, and expected timeframes
• Ensure accurate documentation, recording, and closure of all issues
• Collaborate with internal departments to research insurance denials, missing payments, and attorney requests
• Perform special projects and other duties as assigned

Requirements

• Associate’s degree (2 years) required
• Bachelor's degree in a related field preferred
• Minimum of one (1) year of customer service experience in a high-volume, fast-paced environment
• Healthcare call center experience preferred

Knowledge, Skills, and Abilities

• Fluency in English
• Knowledge of Explanation of Benefits (EOBs)
• Knowledge of various insurance plans
• Knowledge of ICD-10 and CPT codes
• Proficiency in word processing, spreadsheet, and database software
• Strong mathematical skills, including:
• Addition, subtraction, multiplication, and division
• Working with fractions, decimals, and percentages
• Strong oral, written, and interpersonal communication skills
• Strong time management and organizational skills
• Strong customer service skills
• Ability to understand, analyze, interpret, and explain complex documents
• Ability to work effectively in a team environment
• Ability to adhere to standards and quality guidelines
• Ability to read, understand, and apply state and federal laws, regulations, and policies
• Ability to remain flexible in a collaborative, fast-paced environment
• Ability to communicate with diverse personalities in a tactful, professional, and mature manner

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• Night Differential
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• Night shift
• ONSITE