Customer Service Representative (Hybrid)

USCB America is 100% employee-owned accounts receivable company established in 1915. We are direct hire and offer full-time positions in a fast pace environment collecting on medical debt. We offer benefits such as: medical, dental, vision, life insurance, PTO, sick pay, holiday pay and 401(k) with company match.

Seeking candidates residing in CA, OR, AZ, NV, NM and TX ONLY.

Schedule corresponds with PST.

The following is required for the position:

• High speed internet connection (no Wi-Fi)
• A private and quiet workplace in your home where you can work without background noise
• A laptop with an extra monitor OR desktop computer with dual monitors (No MacBooks or Chromebooks)
• Basic headset or earbuds
• A webcam for trainings and meetings

Pay is hourly and depends on experience.

GENERAL SUMMARY

Individually performs various call center activities such as: Receives and places inbound/outbound telephone calls and accurately documents all information pertaining to patients’ accounts. Assists patients with inquiries, clarifications, and issue resolution related to their health insurance policies to enhance the overall customer service experience.

KEY RESPONSIBILITIES

The following key responsibilities may vary based on client requirements.

• Handle 55+ IB calls daily including queued callbacks and occasionally make outbound calls & return voicemails. Leave a message for patients, if not available during a queued call back.
• Maintain an average 7-minute handle call time. First call resolution.
• Review and notate patient accounts in detail.
• Assist with patient care concerns (e.g. billing, charges, payment plans, screen for financial assistance); update demographics and verify add/bill insurance; request itemized statements; refunds, payment transfers/corrections and process payments; review credit balances; review coding and insurance billing errors and submit for corrections; other).
• Ensure emails are reviewed and responded to per management expectations.
• Performs special projects as assigned.
• Maintains compliance with FDCPA, FCRA, HIPAA plus local, state, and federal collections laws.
• Demonstrates attention to detail; achieves the determined production, quality, and work performance expectations.
• Adheres to all company policies and procedures.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS

▪ Knowledge of medical terminology, coding, standard hospital operations and financial services preferred but not required.

▪ Possesses knowledge, skill, and ability to operate a PC, applications/software, telephone, fax scanner and copier.

▪ Displays excellent oral and written communication skills; possesses excellent organizational and follow-up skills; meets deadlines.

▪ Possesses and demonstrates professional telephone demeanor and appearance.

▪ Interacts successfully with all levels of staff and management; responds positively to direction and supervision.

▪ Demonstrates the ability to work in a fast-paced environment; can multi-task.

▪ Displays the ability to keyboard 40 wpm; is proficient in Word, Excel and Outlook.

▪ Physical ability to sit at a workstation for 2 hours without interruption.

• Possesses a high school diploma or equivalent.
• Must successfully pass a criminal history screening.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Call center: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)

Work Location: In person