Sonic Healthcare USA

  • Customer Care Representative

    Job Location US-TX-Round Rock
    Posted Date 6 days ago(12/6/2018 5:22 PM)
    Regular Full-Time
    First shift
  • Overview

    High call volume position.  Responsible for delivering high quality service on all calls answered in the billing skills.  Requires ability to multi-task in a high stress environment.  Provides accurate and timely information to supporting departments, clients, and patients.  Adheres to departmental policies and procedures to include departmental programs such as call quality monitors and incentive call volume.


    Utilizes billing resources and customer service skills to effectively and efficiently handle telephone calls in all skills.

    • Ability to accurately complete the necessary paperwork for appropriate action by supporting CPL/AEL/CCPL/PAL/CPLSE departments.
    • Understands and operates computer resources proficiently
    • Ability to positively meet the needs of CPL/AEL/CCPL/PAL/CPLSE patients and clients through professional communication

    Utilizes job knowledge, judgment, and problem solving skills to ensure quality and fast turnaround time on client or patient requests

    • Follows established policies and procedures for billing, documentation, and customer care.
    • Identifies problems which may adversely affect the billing process or customer care and takes appropriate action, including supervisor/manager notification.
    • Understands and follows all CPL/AEL/CCPL/PAL/CPLSE policies.
    • Understands and follows all HIPAA guidelines.
    • Participates in departmental Customer Care Meetings.
    • Follows Compliance procedures and participates in Compliance training

    Effectively utilizes departmental resources    

    • Utilizes appropriate supplies with minimal waste.                   
    • Demonstrates efficiency by handling calls promptly and determining priority based on the situation.

    Initiate contact with clients/patients regarding delinquent account balances

    • Handle in-bound and out-bound call center calls
    • Submit past due notifications to clients/ patients
    • Follow-up on missed re-payment arrangements
    • Track and monitor delinquent accounts to ensure account status moves current and payment application is consistent
    • Work with outside agencies on delinquent placement accounts
    • Report and refer seriously delinquent accounts to designated Administrative leadership for potential service provider agreement default and cut-off

    Utilizes personal and professional skills to promote excellent customer service.

    • Communicates with CPL/AEL/CCPL/PAL/CPLSE staff and its customers to ensure quality.
    • Maintains and supports a service oriented relationship with customers.
    • Respects and protects the confidentiality of information relative to patients and clients.
    • Strives to preserve a positive work environment

    Work other projects as assigned



    Scope:  Respects and maintains the confidentiality of information processed and demonstrate effective responsibility in handling CPL/AEL/CCPL/PAL/CPLSE Customer exceptions exceptionally well. Works with minimal direction; seek additional help/information as needed from Manager, Supervisor, Assistant Supervisor or Team Leader. Operates general computer CRT, PC, telephone, photocopier, and fax.


    Education:  High School diploma or GED


    Experience: Minimum – 1 to 2 years Call Center and/or Medical Billing experience


    Skills:  Excellent customer service and communication skills. Analytical and problem-solving skills.  Ability to cope with varied levels of workload and multiple tasks.  Ability to adapt to changing work environment.  Able to type at least 35 wpm.

    Additional Information

    Must be able to successfully complete pre-employment background check and drug screen, EOE


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