Customer Service Representative

Company Overview

National Partners in Healthcare (NPH) is a progressive healthcare company specializing in anesthesiology. We partner with physicians and health systems to deliver high quality care, aligning synergies and best practices to achieve superior outcomes. As a leader in the industry, we believe in developing a foundation of trust, transparency, and excellence in everything we do. The success of our company has created excellent career advancement opportunities that support a healthy work/life balance.

Position Summary: 

The customer service representative is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries

Essential Duties and Responsibilities:

• Answer incoming patient, insurance company and physician office telephone calls.
• Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
• Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.
• Whenever possible, resolves question directly so that patient receives prompt satisfaction.
• Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.
• Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.
• Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.
• Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.
• Identifies and communicates complaint patterns to management team.
• Maintains strictest confidentiality.
• Document all actions in the system notes.
• Demonstrate a positive attitude and serve others with personal service 100% of the time.
• Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.  
• Meet Customer satisfaction standards set forth by management
• Meet Productivity/Performance standards as set forth by management.
• Adhere to all company policies and procedures.
• Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered.  Report information systems security problems.

Non-Essential Duties and Responsibilities:

• Perform other duties as assigned.

Qualifications

Education/Licensing/Certification:

• High-school graduate or equivalent.
• Associate degree in business administration or related field of study is preferred.

Experience:

• Two years of collection experience preferred or equivalent combination of education and experience will be considered.  Prefer experience in a health care organization.

Knowledge and Skills:

• Excellent verbal and written language skills to answer customer concerns in simple, understandable language.
• Proficiency with math skills -  (i.e., skill in calculation of charges, payments and adjustments)
• Knowledge of insurance processing, guidelines and general laws related to all payers
• Must be able to establish proficiency in using the IDX practice management system
• Excellent customer service skills
• Ability to multi-task effectively
• Data entry skills
• Basic knowledge of CPT, ICD-9 and ASA codes
• Sound problem solving skills & decision making ability
• Strong analytical skills
• Skill in gathering and reporting information from multiple sources, (IDX, internet, electronic records) 
• Must have a pleasant disposition and high tolerance level. 
• Must display a positive “teamwork” attitude and strong interpersonal skills
• Ability to work effectively and independently with staff, physicians and external customers with limited supervision

• Ability to maintain confidentiality
• Ability to read, write, and speak English
• Willingness and ability to follow direction and/or company policy as directed by management.

Advantages of Working at NPH

• Competitive Pay and Benefits Package
• Annual Bonus
• Generous Paid Time Off
• 401K Contribution/Safe Harbor
• Flexible Work Environment
• Career Advancement Opportunities with a Growing Company
• On-site Fitness Center and Café
• Underground Parking with Badge Access

Please note that quoted salary ranges are not guarantees of what final salary offers may be. Base pay is based on market location and will vary depending on job-related knowledge, skills, and experience. Base pay is only one part of the Total Rewards that NPH provides to compensate and recognize our staff for their work. Full time positions are eligible for a discretionary bonus and a comprehensive benefits package.