Customer Support

• Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner.
• Identify each caller’s needs and determine the next appropriate action, which may include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and/or notifying.
• Utilize all resources provided: Job aids, SOP’s, Question Queue, Client Specs.
• Notify supervisors/management of complaints that cannot be resolved on the first call.
• Address each caller’s needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner.
• Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner.
• Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor or member of management.
• Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call.
• Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations.
• Consistently support and demonstrate the company mission and values.
• File insurance from information provided by patient on the EMSMC website in an accurate and timely manner.
• Mentoring of new hires.
• Perform other necessary tasks as assigned by supervisor.
• Assist with special projects as assigned.
• Maintain required turnaround time as dictated by process or client.
• Maintain Customer Service call audit and HIPAA scores of 98%.

Customer Service Professional – Inbound

Customer Service Support Representative – Client Billing

Licensed Customer Service Representative

Bilingual Licensed Customer Service Representative

Lead Customer Support Associate

Customer Service Representative