Customer Service Specialist ID-2064

November 29, 2024

Join our rapidly expanding network of 37 practice locations in the Triangle Area (Raleigh-Durham-Chapel Hill), the Charlotte Region, and Wilmington, NC.

Avance Care is dedicated to elevating the standard of healthcare. As one of North Carolina's largest networks of independent primary care practices, we offer comprehensive services to support the physical, mental, and emotional health of our patients.

As a Customer Service Specialist, you’ll be responsible for providing high-quality support and assistance to patients, providers, and internal departments. In addition to serving as the point of contact for all Revenue Cycle inquires, complaints, and service requests. In addition, to enhancing patient’s experience and satisfaction. This role will also contribute to the organization’s financial health by ensuring that patient’s issues and concerns are resolved promptly, and billing inquiries are addressed efficiently.

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This is a full-time hybrid role involving 8 hours weekday shifts with no weekends schedule.
We operate in a busy, fast-paced environment, and we seek a candidate who thrives under such conditions.
We offer a comprehensive benefits package available on the first of the month following 30 days of employment.

Selected Responsibilities:

Answer inbound calls and respond to emails or actions and telephone encounters related to patient billing, payment processing, and insurance inquiries within the designated timeframes.
Address patient and practice complaints with empathy and professionalism, ensuring timely and satisfactory resolutions.
Collaborate with the denial management team to manage patient inquiries related to denied claims and billing adjustments.
Manage the patient refund process, ensuring timely and accurate issuance of refunds for overpayments or resolved billing disputes.
Monitor and track key assigned performance metrics such as first-call resolution, average response time, average handle time, and patient satisfaction scores.
Collaborate with billing, coding, and denial management teams to resolve complex issues that impact patient satisfaction and financial outcomes.

Candidates should have a High School Diploma, but an associate, or bachelor’s degree in business, healthcare administration, or related field preferred. Along with 2, or more years of related customer service experienice, preferably in a healthcare setting.

Other Priorities:

Strong verbal and written communication
Knowledge of medical billing, insurance, and healthcare terminology is preferred
Ability to work under pressure and meet tight deadlines
High attention to detail and accuracy in work
Technical aptitude or proficiency in job-specific software/systems

If you are excited to join a growing organization focused on changing the way healthcare is delivered to patients in North Carolina, please submit your resume.

Avance Care provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to religion, race, creed, color, sex, sexual orientation, gender identification, alienage or citizenship status, national origin, age, marital status, pregnancy, disability, veteran or military status, predisposing genetic characteristics or any other characteristic protected by applicable federal, state or local law.

Customer Service Specialist ID-2064

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Customer Service Specialist ID-2064

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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