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Customer Care Rep I / St Petersburg FL / Full Time Mon-Fri 11:30am-8pm

Company: Tenet
Location: Saint Petersburg
Posted on: August 14, 2019

Job Description:

As a part of the Tenet and Catholic Health Initiatives family,Conifer Health brings 30 years of healthcare industry expertise to clients inmore than 135 local regions nationwide. We help our clients strengthen theirfinancial and clinical performance, serve their communities and succeed at thebusiness of healthcare. Conifer Health helps organizations transition fromvolume to value-based care, enhance the consumer and patient healthcare experienceand improve quality, cost and access to healthcare. Are you ready to be part ofour solutions? Welcome to the companythat gives you the resources and incentives to redefine healthcare services,with a competitive benefits package and leadership to take your career to thenext step! JOB SUMMARY Responsiblefor answering inbound customer service calls related to patient accountingquestions. These calls will primarily be on Regional Business Office (RBO)accounts. However they include calls onaccounts in any other National Collection Systems business entity such as EarlyOut, MSU, CFC, NRC or NMC. When inboundcall volumes are low incumbent may make outbound follow up calls on outstandingAR accounts. ESSENTIAL DUTIES AND RESPONSIBILITIESInclude the following. Others may be assigned.

  • Answer inbound customerservice calls and make some outbound follow up calls in a professional, serviceoriented manner. Answer the calls timelywithout drops/abandons.
  • Ascertain the reasonfor the call and assist the caller with their questions, concerns or problemswith the focus on first call resolution. Facilitate resolution by referring the matter to the issue/contentexpert. Escalate the matter to asupervisor, request the appropriate information or take appropriate action sothat the issue expert is able to effectively resolve the matter.
  • Assist with inboundfaxes to identify issues and take action on account to facilitate faxedrequest.

    KNOWLEDGE,SKILLS, ABILITIESTo perform this job successfully, an individual must be ableto perform each essential duty satisfactorily. The requirements listed beloware representative of the knowledge, skill and/or ability required. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.
    • Exceptional customer service skills including effective andefficient problem solving and analyzing skills
    • Professional and calming tone of voice with complete command ofthe English language free of use of inappropriate grammar
    • Ability to facilitate conversations with others and establish anunderstanding of the customer's issue/reason for contact
    • Ability to perform essential job functions with high degree ofindependence, flexibility, and creative problem solving techniques
    • Ability to maintain control of the call by de-escalating issuesand instilling confidence that the resolution has been found.
    • Ability to function effectively under stress of conflictingdemands on time and attention and, sometimes, under duress from difficultpersonalities
    • Ability to interpret and apply reimbursement aspects of managedhealthcare contracts
    • Attentive listening skills
    • Ability to clearly articulate a response to the customer usingappropriate voice modulation EDUCATION /EXPERIENCEInclude minimum education, technical training, and/orexperience preferred to perform the job.
      • High school education or the equivalent
      • 1 ? 2 years prior experience in an inbound call center and/orcustomer service environment; hospital patient account billing with experienceor knowledge of 3rd party reimbursements from insurance companies andgovernment payers is a plus. PHYSICAL DEMANDS The physical demands described here are representative ofthose that must be met by an employee to successfully perform the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.
        • Ability to sit at a computer terminal for extended periods of time WORK ENVIRONMENT The work environment characteristics described here arerepresentative of those an employee encounters while performing the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.
          • Call Center environment with headset and multiple work stationswithin close proximity
          • Hospital Environment may include direct patient interaction Job: Conifer Health SolutionsPrimary Location: Saint Petersburg, FloridaJob Type: Full-timeShift Type: Days

Keywords: Tenet, St. Petersburg , Customer Care Rep I / St Petersburg FL / Full Time Mon-Fri 11:30am-8pm, Other , Saint Petersburg, Florida

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