Customer Service Representative

The Customer Service Representative (CSR) is an administrative position whose primary duties consist of office work that is directly related to the general business operations of East Coast Orthotic & Prosthetic Corp (ECOP).

Under general supervision of the Team Lead, the CSR is responsible for the entire process in ECOP’s business revenue cycle, from first initiating contact with the insurance company (“the payer”) through collection of payment for services rendered by ECOP and posting such payment information into the Healthcare Information System (Fastrack). 

Utilizing correct patient information and asking detailed analytical questions, the CSR must first obtain coverage information and approximate expected payment from the payer and estimated patients’ out of pocket expense.  After the item is dispensed to the patient, the CSR must collect, investigate, follow up and advise the payer on what payment is due for our services.  The CSR must continually follow up on the billing process between ECOP, the healthcare provider, and the insurance company.

Essential Functions, but not limited to:

• Enter patient demographics, insurance information, work order, prescription, notes and scan documents into Fastrack (software)
• Verify benefits with insurance carriers to obtain coverage information for items dispensed
• Calculate a patient’s deductible and co-insurance, when applicable, and educate the patient/caregiver of his/her financial responsibility
• Ensure that the patient chart is in compliance and sent to billing
• Answer daily telephone calls from practitioners/patients (Calls regarding patient balances/payments, patient appointments, and paperwork deliveries)
• Maintain Practitioner-Patient Schedule
• Daily communication with Practitioners, Team Leads and Purchasing Department
• Follow up on pending authorizations and on custom deliveries

Qualifications

Required Skills & Abilities:

• Knowledge of medical reimbursement and terminology.
• Advanced computer skills including Windows-based office technologies (ex: Word, Excel) Gmail, Google Sheets and automated billing systems.
• Excellent organizational skills and the ability to manage multiple tasks.
• Proficiency in basic math and accounting skills.
• Bachelor's degree preferred or equivalent combination of education and experience required
• Bi-lingual (English/Spanish) a Plus
• Work Experience in Medical Office/ Hospital Preferred
• Excellent interpersonal, oral (including telephone) and written communication skills.
• Ability to Understand and Meet Patient and Physician Needs.
• Excellent People Skills, Strong Attention to Detail
• Must Exhibit Confidence Working in a Team and Individual Setting.