Job Title: Medical Billing Contact Center Specialist
Department: Reimbursement
Location: Grand Rapids, MI
FLSA Status: Non-Exempt (Hourly)
Manager Title: Reimbursement Manager
About Us
Infusion Associates is multi-specialty infusion provider group with multiple sites across the Midwestern United States and poised for rapid growth. Our sites support specialty physician services, infusion therapy, and leading- edge research on new medications for complex and rare disease states. Our service model makes it easy for patients to receive intravenous therapies 365 days a year with the support of physicians, advance practice providers, nursing, and pharmacy services. Our focus is always to provide a high-quality, low cost, exceptional patient experience at every interaction.
Position Summary: The Contact Center Specialist is responsible for answering incoming phone calls from patients, insurance companies and other customers’ phone calls regarding patient accounts. They must effectively research, resolve and respond to questions and requests.
Essential Functions & Responsibilities
1. Address and resolve a high volume of incoming calls daily
2. Actively listen to each caller, ensuring each caller feels supported and valued.
3. Review and understand patient account transactions.
4. Receive and enter payments.
5. Create patient payment plans following department guidelines.
6. Document calls in appropriate system.
7. Effective and accurate navigation of multiple systems.
8. Coordinate and collaborate with other departments to find resolution when needed.
9. Maintain department goals while providing best in class customer service.
10. Resource to team members and other departments .
11. Actively participates in daily team huddles.
12. Other duties and projects as assigned.
Knowledge, Skills & Abilities:
1. Excellent customer service skills
2. Active listening skills
3. Strong decision making skills
4. Adaptability and accountability
5. Professional phone voice and demeanor
6. Strong attention to detail
7. Ability to navigate quickly and efficiently between multiple systems
8. Experience with medical billing or medical call center a plus
9. Proficient typing skills
10. Attention to detail is essential in this role
Physical Requirements/Working Conditions:
- Physical Requirement – Hearing (Frequently)
- Physical Requirement – Sitting (Frequently)
- Physical Requirement – Standing (Occasionally)
- Physical Requirement – Talking (Frequently)
- Physical Requirement – Walking (Occasionally)
- Physical Requirement – Near Vision (Constantly)
- Physical Requirement – Color Discrimination (Frequently)
- Physical Requirement – Use of keyboard, mouse and/or computer equipment (Constantly)
- Occupational Exposure/Risk Potential – Inside office environment (Applicable)
- Mental Requirement – Ability to multitask without loss of efficiency or accuracy, including the ability to perform multiple duties from multiple sources.
- Mental Requirement – Ability to work and sustain attention with distractions and/or interruptions.
- Mental Requirement – Ability to interact appropriately with a variety of individuals including customers/clients.
- Mental Requirement – Ability to understand, remember and follow verbal and written instructions.
- Mental Requirement – Ability to work effectively and efficiently in high stress and conflict situations.
- Mental Requirement – Ability to perform under stress and/or in emergencies.
This position is at-will, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause, and with or without notice. Nothing in this job description or any other communication, whether written or oral, between the employee and the company, shall alter the at-will nature of the employment relationship.
At Infusion Associates, we are committed to a diverse and inclusive workplace and strongly encourage applicants from all backgrounds and walks of life to apply. Infusion Associates complies with federal and state disability laws and makes reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the HR Department at 616-954-0600.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work setting:
- Hybrid work
Application Question(s):
- Do you have experience with Allscripts Practice Management system?
- Do you have experience with medical coding or are you a certified coder?
Education:
- High school or equivalent (Required)
Experience:
- Medical billing: 1 year (Preferred)
- Infusion Billing: 1 year (Preferred)
- Revenue Cycle: 3 years (Preferred)
Work Location: Hybrid remote in Grand Rapids, MI 49525