USCB AMERICA-Revenue Cycle Solutions for Healthcare Entities · 5 hours ago
Bilingual Customer Service Representative (Remote)
United States
Full-time
Remote
Entry, Mid Level
$16/hr - $16/hr
1+ years exp
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Responsibilities
Handle high volume of inbound and outbound calls to/from members and providers to include queue callbacks, return voicemails and leaves message for patients, if not available during a queued call back.
Work in client’s IVR (CX1/Nice) & CRM (EPIC Tapestry) systems along with any other system dictated by client.
Must successfully learn and reference Project Scripts and FAQs for proper call handling.
Must adhere to all requirements to be compliant with the client to achieve a 5-star rating.
Must successfully attend and pass all required training (classroom; in-house; virtual).
Responsibilities will include providing empathetic and knowledgeable assistance, navigating policy details, assisting with billing issues, and ensuring a seamless customer experience.
Ensure emails are reviewed and responded to per management expectations. Meeting KPIs and Service Level Agreements.
Maintain an average 6-minute handle call time. First call resolution.
Maintaining accurate records of patient interactions and transactions in detail. Updating patient information in client’s system.
Demonstrates attention to detail; achieves the determined production, quality, and work performance expectations.
Performs special projects as assigned.
Maintains compliance with CMS, FDCPA, FCRA, HIPAA plus local, state, and federal laws.
Adheres to all company policies, procedures and standards.
Qualification
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Required
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
Minimum of 6 months’ Customer Service experience
Excellent oral and written communication skills
Excellent organizational and follow-up skills
Professional telephone demeanor and customer-centric attitude
Knowledge, skill, and ability to navigate computer systems, applications/software, telephone, fax scanner and copier
Ability to assess situations and find effective solutions
Analytical skills to identify and address underlying issues
Ability to interact successfully with all levels of staff and management
Ability to respond positively to direction and supervision
Ability to collaborate with colleagues and contribute to a positive team environment
Ability to work in a fast-paced environment
Ability to efficiently manage multiple tasks and customer inquiries
Ability to keyboard 40 wpm
Proficiency in Word, Excel and Outlook
Physical ability to sit at a workstation for 2 hours without interruption
High school diploma or equivalent
Must successfully pass a criminal history screening
Preferred
Knowledge of medical terminology, standard hospital operations and financial services
Benefits
Medical
Dental
Vision
Life insurance
PTO
Sick pay
Holiday pay
401(k) with company match
Flexible schedule
Work from home
Company
USCB AMERICA-Revenue Cycle Solutions for Healthcare Entities
USCB America is a leader in providing innovative business process, outsourcing, and accounts receivable management solutions to some of the largest private and public institutions and healthcare providers in the United States.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Astrid Blackmon
Chief Revenue Officer
Company data provided by crunchbase
