MedPro Customer Service Specialist

JOB SUMMARY

Under the direction of the Customer Service Supervisor, the Customer Service Specialist I will be responsible for responding to incoming calls from all customers in a prompt and courteous manner.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Promptly and accurately answer all account related questions.  
• Meets department goals and standards for incoming patient calls via ACD.  
• Verifies and updates patient demographic, financial class, and insurance information for each patient encounter.
• Accurately loads patient insurance information and processes all changes to AR (charges) affected by updated insurance information.
• Sends request to the appropriate MedPro representative if specialized actions are required to resolve account concerns. 
• Enters detailed account notes (on account level or claims level) documenting every customer encounter and any actions taken for an account or review performed. 
• Demands on-line claim forms and patient ledgers as appropriate based upon needs.  
• Completes account follow-up notes and responds to all phone and email messages within 24 hours of receipt.
• Able to perform detailed account analysis to determine origin of balances with the ability to recognize when an account should be referred to the appropriate MedPro representative for research involved follow up.
• Trained on account separation procedures. Ensures that all aspects of the account that are affected by the changes are addressed prior to statement generation.
• Works correspondence.
• Works weekly turnover and small balance write off reports.
• Thoroughly reviews all account balances before placing an account with an outside collection agency.
• Processes turnovers to outside collection agencies via Credit and Collections and enters appropriate response codes on account level.
• Follows established guidelines whenever payment in full cannot be collected on balance.
• Accurately follows written and verbal instructions.
• Other duties as assigned by management are accepted willingly and completed in a timely manner.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned cheerfully and willingly.

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is high school diploma, or equivalent.
• Minimum 6 months customer service experience or equivalent.  

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to prioritize and manage multiple tasks.
• Displays customer services skills, strong interpersonal skills, close attention to detail, excellent verbal and written communication skills, and basic math skills. Good organizational skills and ability to adapt to frequent changes.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Proficient in use of English language both in written and verbal communication. 
• Must be able to communicate with individuals of varying socio-economic backgrounds. 

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/3 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Must be able to be mobile and work in various positions (standing, sitting, bending, and walking) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes 

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.  
• Must be able to work under stress and remain calm and professional.     

WORK ENVIRONMENT

• Office environment.
• Exposed to frequent and constant interruptions in daily functions/schedule.  
• May be required to work extended hours to meet department needs.