Job Details
**Customer Service Representative**
CAROUSEL_PARAGRAPH
* Tampa, Florida
* DOP
* 2790724
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** Job Description**
*****THIS POSIITON IS OPEN FOR REMOTE WORK*****
Wipro is recruiting motivated performers to join our fast-paced and highly supportive virtual CBO
as physician Call Services Representatives. We are seeking candidates with a minimum of 1-2
years physician call center, billing, reimbursement, and/or third-party follow-up experience who
can effectively communicate with patients and guarantors during incoming calls. Successful
candidates will be physician and patient-focused, able to consistently produce high-quality work,
detailed, collaborative and collegial, and personable and courteous. They will have excellent
customer-service skills with patients and guarantors (especially on inbound calls), will always
demonstrate professionalism, and will be skilled in time management and work prioritization.
Call Services Agents receive incoming calls from patients and guarantors. Using excellent
customer-service skills, Agents listen to, understand, and resolve callers requests. Agents apply
knowledge of their specialtys clinical care, charging, billing, and reimbursement processes to
assist callers. Agents select the next best action(s) necessary to resolve patient inquiries
satisfactorily and completely. Agents work independently, but escalate calls to Team Leads,
Supervisors, etc. when needed to resolve complex or challenging calls.
Skills
Ability to receive and resolve high volumes of medium complexity calls from patients
and guarantors in a call center environment.
Ability to resolve callers inquiries at first instance of contact.
Ability to gather, classify, and evaluate information about the quality and
completeness of demographic, charging, and billing data, to determine interactions
between billing, revenue, and clinical data, and to consider, select, and perform
correct actions to answer and resolve callers inquiries
Ability to rapidly research available documentation including authorization, nursing
notes, physician documentation, and payers explanations of benefits, to provide
accurate information and answers to callers while they are connected on the phone.
Ability to understand and explain registration, authorization, billing, insurance followup, and denials processes.
Ability to enter accurate and thorough documentation in clients IT system(s), to
record the reason(s) for and resolution(s) of callers inquiries.
Ability to select and document necessary after-call actions and perform after-call
analyses to support payer rebilling, follow-up, appeal, and/or other necessary
interventions.
Ability to work independently, with limited supervision.
Ability to recognize calls that require Team Lead, Supervisor, or Manger intervention
/ escalation and to correctly transfer calls while maintaining caller satisfaction.
Ability to read and comprehend policy and procedure documentation, billing
documentation, memoranda, correspondence, dictionaries, and thesauruses.
Ability to compute ratios, proportions, fractions, and percentages, and ability to
apply standard arithmetic functions.
Ability to comprehend and apply accounting concepts, including debits / credits and
positive / negative numbers.
Ability to apply common sense to carry out instructions furnished in written, oral, or
diagrammatic form.
Ability to deal with problems involving several concrete variables, in or from
standardized situations.
Ability to operate standard office equipment: computer; telephone; copier; fax and
calculator
Ability to type 45-60 CWPM
High School diploma or equivalent; Preference given to AS / AA degrees or above
1-2 years physician / ambulatory call center, billing, collections, and/or denials exp.
Productivity and quality-based evaluation-management experience
MD practice-management / EHR-system experience, especially MDIV and/or EPIC
Major payer and related IT-systems experience
Healthcare terminology and CPT-4
+ ICD-10 coding familiarity
Microsoft Office knowledge