The Customer Service Representative will be handling all inbound calls from IU patients that are inquiring about their bills. Questions from patients could include the following:
-How much was the procedure or service I received?
-Why was the discount not posted correctly on my bill?
-Why was I overcharged for this procedure?
-Why did I not receive my refund?
-Customer service representatives will also be reading and interpreting EOB's (explanation of benefits) to patients.
Candidates receive about 30-40 calls a day. Currently the call length is about 8-9 minute talk times and they are entering in and looking up patient information while they are speaking on the phone navigating the dual monitor screens.
The software systems they will be using are Cerner, SMS, IDX, Medicaid, Search America, and navigating through insurance websites. However, they will be trained on all of the software because most is unique to IU Health.
Customer Service Representative, EOB, call center, healthcare
Top Skills Details:
Customer Service/ Call Center, healthcare, computer skills
Additional Skills & Qualifications:
- At least 2 years of customer service/call center experience
- Strong computer proficiency and ability to navigate on dual monitors. Also the ability to type while talking on the phone.
- At least 1 candidate needs to be bilingual (English & Spanish)
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