Terms of Employment

Duration: 6 Months

Location: Onsite at Harrisburg, PA

Overview

The Customer Service Representative is responsible for supporting the Medicare Appeal process by answering incoming telephone calls, resolving customer questions, complaints and requests adhering to internal policies and procedures and utilizing working knowledge of the organizations services to meet productivity and quality standards.

Responsibilities

Develops and maintains working knowledge of internal policies, procedures, and services (both departmental and operational)

Utilizes automated systems to log and retrieve information. Performs accurate and timely data entry of electronic faxes

Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates response within required turnaround times

Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures

Interacts with hospitals, physicians, beneficiaries, or other program recipients

Investigates and resolves or reports customer problems. Identifies and escalates difficult situations to the appropriate party

Meets or exceeds standards for call volume and service level per department guidelines

Initiates files by collecting and entering demographic, provider, and procedure information into the system

Serves as liaison between the Review Supervisors and external providers

Maintains logs and documents disposition of incoming and outgoing calls

Required Skills & Experience

High School diploma or equivalent

2+ years customer service/telephone experience in a similar call center environment and/or industry.

Must have ability to effectively communicate with team members and external customers

Must have ability to research and resolve issues related to Medicaid program and service eligibility

Preferred Skills & Experience

Previous experience in the medical office or other medical setting preferred

General knowledge of eligibility verification (Medicaid eligibility and program requirements for specific program of focus preferred)

Knowledge of CPT and HCPCS codes preferred

PC proficiency to include Microsoft Office Suite

Experience with Microsoft programs