JOB SUMMARY

The purpose of the Customer Service Representative position is to support the Customer Service Call Center as it relates to physician billing for multiple clients. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

1. Handle a large call volume while ensuring quality customer service and patient satisfaction 
2. issues not resolved during conversation with patient/guarantor 
3. Ability to complete other related customer service duties as assigned 

SUPERVISORY RESPONSIBILITIES 

If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

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.

This position serves as the primary source of communication for patients’ billing inquiries.  This person must possess the skill to effectively assist patients with sensitive and confidential issues, while understanding our obligation to our clients to collect outstanding patient balances.  They should be able to handle multiple tasks along with setting appropriate priorities with client information.

• Answer patient calls within the guidelines of call center metric objectives
• Ensure appropriate HIPAA compliance guidelines
• Adhere to work schedule and follow call center phone procedures
• Maintain professionalism and confidentiality

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 degree or equivalent required
• At least 1 year experience in a medical customer service role preferred
• Previous experience in a call center environment      preferred
• Proficiency in Microsoft Outlook, Excel and Word required
• Previous experience with medical billing systems required; GE Centricity or EPIC experience a plus

REQUIRED CERTIFICATIONS/LICENSURE

Include minimum certification required to perform the job.

N/A

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.                             

• Must be able to work in sitting position, use computer and answer telephone
• Ability to travel
• Includes ability to walk through hospital-based departments across broad campus settings, including Emergency Department environments

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. 

• Office Work Environment
• Hospital Work Environment

TRAVEL

• No travel required

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.