Call Center Representative

Position : Call Center Representative

Location : Stuart, FL

Duration : 12 Months Contract

Start Time : 9:30 AM

End Time : 6:00 PM

Total Hours/week : 40.00

Description:

• This is a call center role with metrics needed. Call Center experience is preferred.
• Some medical billing or insurance is very helpful.
• Paid training is provided. We are looking for people who are seeking long term careers.
• This is a possible temp to perm role.
• Good computer skills required with strong Microsoft Office experience.
• Will be performing alpha and numeric data entry. Candidate should have strong ability to retain verbal information and strong verbal communication skills.

Position Purpose:

• To verify new patient insurance coverage and to re-verify existing patient insurance coverage for medical supply eligibility and billing purposes

Primary Duties And Responsibilities:

• Verification and documentation of new patient insurance coverage and coordinating costs for supplies in order to communicate to the patient and billing what the patient order cost will be
• Re-verification of existing patient insurance coverage to ensure that repeat order cost and eligibility is communicated to the patient and the billing department
• Contact insurance carriers to request any prior authorizations as needed for patients that must seek prior approval before obtaining medical supplies
• Special verification projects for newly contracted insurance plans and audit of any patients that may be impacted
• Verification of insurance coverage through HIPAA and regulatory complaint out bound phone calls or via the providers online portal
• Communication internally with Sales operations or Medical Billing operations of insurance eligibility for each new and existing patient in order to complete the sale or obtain further medical documentation
• Communication externally with patients to explain information received relative to their insurance benefit and how it relates to their medical supply purchase
• Develops and maintains knowledge in medical terminology, billing and insurance guidelines
• Ability to identify and professionally resolve insurance verification related issues
• Track daily production and submit daily log to direct supervisor.

Ancillary Duties and Responsibilities:

• Maintain a positive work atmosphere that embodies Liberator’s philosophy- Professional excellence, teamwork and integrity.
• Performs other duties and tasks as assigned

Reporting Relationship Responsibilities:

• No supervisory responsibilities
• Provides work direction only
• Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.

Minimum Requirements Or Qualifications :

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Education/Experience:

• High School Diploma or general education degree (GED);
• One to two years related experience and/or training; or equivalent combination of education and experience.

Skills:

Language:

• Ability to read, analyze, and interpret medical supply publications, technical procedures, and/or training tools. Ability to write internal and external business correspondence.
• Ability to effectively present information and respond to questions from management, team members, and/or customers.

Math:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills.

Reasoning:

• Ability to solve practical problems and deal with a variety of variables.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Advanced analytical reasoning to include ability to forecast exponentials within work flow processes and reason against outside factors.

Computer:

• Knowledge of Microsoft Office Applications, Access or other database software
• Telecommunications: ability to utilize or knowledge of call center telecommunications software

Licensure or Certifications required:

• No certifications required

Production/Quality Metrics:

• Demonstrate ability to produce one (1) completed insurance verification every 9-11 minutes on average, with an error rate of 3.5% or less each calendar quarter.
• Production and quality standards are at the sole discretion of management and are subject to revision at any time and without prior written notice.

Work Requirements:

• Ability to work some evening shifts, weekends, and overtime as needed

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to walk, sit; use hands to finger, handle, or feel and talk or hear.
• The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs.