Job Summary:

The Customer Service Representative is responsible for assisting patients with any concerns or questions regarding their medical bills. Customer Service Representatives work independently, or in conjunction with Operations to ensure customer satisfaction and resolution. This position is fully remote Monday through Friday.

Why Work for Advocate?

• Great benefits beginning day one to include Medical/Dental/Vision
• HSA, FSA, and Dependent Care FSA options are available
• HSA Wellness Program with $600 employer contribution
• Annual biometric screenings
• Company swag on day one
• Employee appreciation days
• 401k with employer match: 100% on the first 3%, 50% on the next 2%
• A culture of promotion from within
• PTO and sick time
• Ten paid holidays to include the day after Thanksgiving and Christmas Eve
• Consistent Monday through Friday schedule
• Referral bonuses
• Potential for hybrid work schedule
• Parental leave
• Employer-paid short/long-term disability and Life/AD&D
• Employee of the Month bonuses
• Voted one of the 2022 Top Places to Work in Columbus by Columbus CEO Magazine for 2022 & 2023!

Essential Job Functions:

• Take inbound calls from patients, insurance or medical facilities. (These may include escalated patient calls).
• Help with escalated questions and calls from Global Team Members
• Use company systems for updating insurance, reading denials from EOB, reading claim levels and how payments are applied, correcting insurance information if needed, rebilling claims.
• Taking payments and working with patients to set up payment plans.
• Maintaining professionalism and customer focus during escalated calls with upset patients.
• Actively monitor and respond to patient emails and voicemails in a timely manner.
• Q&A for Global Team Members
• Performs other related duties as assigned

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Management maintains the right to assign or reassign duties and responsibilities to this job at any time.

Required Skills:

• Excellent verbal and written communication skills.
• Basic knowledge of Microsoft Office Suite.
• Ability to operate related office equipment, such as computers, 10-key calculator, and copier.
• Ability to work independently and in a fast-paced environment.
• Ability to anticipate work needs and interact professionally with insurance payors.
• Excellent organizational skills and attention to detail.

Education and Experience:

• High school diploma or equivalent required.
• At least one year of customer service in medical field experience required.
• At least one year of call center experience preferred.

In-Office/Hybrid Employee

• Physical Demands: This role routinely uses standard office equipment such as computers, typing, looking at computer screens, inbound and outbound phone/video calls, photocopiers, filing cabinets, and fax/scan machines. Sitting for long periods of time, walking to and from different areas of the building, pushing/pulling/lifting/carrying up to 10 pounds, etc.
• Physical Work Environment: This job operates in a professional office environment. The parking lot for the building is large and walking is required to approach and enter the building lobby. The office is located on the third floor and is accessible through the building lobby via elevator or stairs. To enter into and maneuver around the office, doors up to 10 pounds must be either pushed or pulled.

Remote Employee

• Physical Demands: This role is largely sedentary and requires long periods of time sitting, typing, looking at computer screens, inbound and outbound phone/video calls, other standard office equipment, etc.
• Physical Work Environment: This role is fully remote which means the individual will work from their own home.

EEO Statement: ADVOCATE Revenue Cycle Management does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Eligible States: Currently only accepting candidates located in AL, CA, CT, FL, GA, ID, IL, IN, KY, LA, ME, MS, MO, NE, NH, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, VA or WV.

Job Code: ADVRCM