Job Description

The Customer Service Representative position is responsible for providing excellent customer service in a team-based environment for all aspects of patient business activity within the Practice/Department. Responsibilities include handling telephones, patient appointment scheduling, patient check-in, insurance verification, authorization, pre-certifications, referrals, and posting charges, initial collections, preparing well-coded and accurate billing and maintenance of medical records. Depending on the specific Practice/Department needs, this position may be required to manage the business services for workers compensation, commercial carriers, employee health and corporate accounts. Late hours, holidays and weekends may be required. Other duties as assigned by the Manager/Supervisor of the department.

• High School Diploma or Equivalent - Required.

Additional Details:

Experience Requirements:

• 1-2 years Clerical/Administrative, Insurance or Customer Service - Preferred.
• State of Florida Licensure - Not Required.
• Basic Life Support (BLS) is required within 120 days of hire.
• Bilingual.
• Must be reliable and able to work the hours assigned.

Other Requirements:

• Requires excellent communication and interpersonal skills, IT/computer proficient, basic math skills, knowledge of insurance verification and medical billing helpful.

Specific Job Standards:

Patient/Customer Account:

• Accurately scans documents to appropriate area of medical record.
• Ability to enter customer demographic information accurately.
• Collects on customer accounts at time of service including co-pays, deductibles, balances, and other forms of office specific revenue.
• Monitors and completes the insurance eligibility process appropriately.
• Solves outstanding issues timely with patient or insurance carrier.
• Referral - Ability to complete elements and tasks.
• Completes quantity of work in a timely manner.
• Contacts the appropriate discipline for customer follow-up treatment.
• Monitors and completes the authorizations process appropriately.
• May be required to schedule patient appointments and make referrals.
• Identifies and communicates to customer the status of the referral.

Work Que - Ability to complete elements and tasks:

• Contacts customers to resolve outstanding balance.
• Contacts Billing Office to resolve customer issue when appropriate.
• Collects outstanding balances on customer accounts.
• Contact customer to resolve return mail issues.
• Minimizes Bad Debt for fiscal year end to help meet specific Practice goals.

Charge Review/Claim Edit - ability to complete elements and tasks:

• Completes quantity of work in a timely manner.
• Successfully resolves errors within 24 to 48 hours.
• Understands and communicate timely issues to provider and or manager.
• May be required to post charges.

Additional duties:

• Handling telephone calls in an efficient and effective manner.
• Effectively checks in patients and insurance verification, authorization, pre-certifications, etc.
• Patient scheduling and management of the schedule including cancellations/no shows and wait lists.
• May be required to enter outside images into the Radiology PAC System.
• Recognizes problems or potential problems, seeking information necessary in preparation for problem solving/decision making.
• Exhibits the ability to prioritize and effectively manage multiple problems simultaneously.
• Assumes responsibility for complete follow through.
• Accepts requests for medical records and validates requests.
• Provides information to employer, carrier, managed care arrangement as per contract.
• Practices open honest and timely communication with all team members.

We are a locally owned General & Vascular surgery practice located in Cape Coral, FL. Dr Cipriano has been practicing since 2010 and working to help patients in Cape Coral since 2017. The need for a Vein clinic in Cape Coral became apparent when patients he was seeing at the hospital had recurrent wound care needs and had difficulty getting to the next closest center in Fort Myers. This made their disease process recurrent and chronic. Helping prevent the worsening of Venous insufficiency and the complications that stem from it are what drives the day to day practice with over 90% of our patients being evaluated and treated for this. We are a tight knit group and help each other and have a more relaxed atmosphere with the ability to be flexible with our schedule.

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