Job Description
Medical Insurance Customer Service Advisor
AIS Healthcare is the leading provider of Targeted Drug Delivery (TDD) and Infusion Care. With our diverse culture, and our values around Innovation, Stewardship, and Unity, we are committed to Advancing Quality, and Improving Lives. We are dedicated to doing more for our patients by providing quality products and services that enhance the entire care experience.
AIS Healthcare offers great benefits, including health, vision, and dental insurance, long term disability insurance, life insurance, a vacation package, 401K plan with a generous employer match, growth, and more! We offer 100% work from home model!
This position is responsible for calling new patients to explain the billing process, having a proactive outreach to patients when meaningful billing changes are implemented by the company, administrating the Financial Assistance Program (FAP), and responding to all inbound patient billing calls.
REQUIRED EDUCATION AND EXPERIENCE
A high school diploma or general education degree (GED) equivalent is required; preferred with collections, verification, and/or analysis experience; customer service call center experience or equivalent combination of education and experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Communicates with all new patients relative to the billing procedure
- Proactively reaches out to patients with billing policy changes
- Addresses patient concerns within duration of initial call or escalates to manager if necessary
- Conducts follow-up phone calls to patients needed; recognizes and resolves customer issues in a timely manner and escalates to leadership as necessary
- Serves as an initial and consistent point of contact for patients regarding financial assistance program regarding statements, insurance changes, and charges
- Manages, updates, and communicates all aspects of the FAP to appropriate department
- Communicates and obtains any requested patient information changes for database maintenance/updates
- Inputs data into the company computer platform to keep each customer record updated
- Shares knowledge gained with other staff members and works as a team
- Interacts with others in a positive, respectful, and considerate manner
- Recognizes patients’ rights and responsibilities and supports them in the performance of job duties, respects patient’s rights to privacy and confidentiality
- Performs other job-related duties as assigned
QUALIFICATION REQUIREMENTS
- Answer telephone promptly and in a polite and professional manner
- Strong customer service acumen
- Effective verbal and listening communication skills
- Ability to make decisions, solve problems, and work independently
- Demonstrate attention to detail and accuracy
- Basic computer proficiency
- Ability to quickly learn the use of Lynx and CPR+
- Knowledge in the use of Microsoft applications
