Customer Service Representative, Lancaster, PA

Our Client, a Healthcare company, is looking for a Customer Service Representative for their Harrisburg, PA location.

 

Responsibilities:

The Customer Service Representative is responsible for supporting the Medicare Appeal process by answering incoming telephone calls, resolving customer questions, complaints and requests adhering to internal policies and procedures and utilizing working knowledge of the organization’s services to meet productivity and quality standards.

Develops and maintains working knowledge of internal policies, procedures, and services (both departmental and operational) Utilizes automated systems to log and retrieve information.

Performs accurate and timely data entry of electronic faxes 

Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates response within required turnaround times 

Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures 

Interacts with hospitals, physicians, beneficiaries, or other program recipients Investigates and resolves or reports customer problems. Identifies and escalates difficult situations to the appropriate party

Meets or exceeds standards for call volume and service level per department guidelines Initiates files by collecting and entering demographic, provider, and procedure information into the system

Serves as liaison between the Review Supervisors and external providers Maintains logs and documents disposition of incoming and outgoing calls 

 

Requirements:

High School diploma or equivalent

2+ year’s customer service/telephone experience in a similar call center environment and/or industry.

Must have ability to effectively communicate with team members and external customers

Must have ability to research and resolve issues related to Medicaid program and service eligibility 

Previous experience in the medical office or other medical setting preferred

General knowledge of eligibility verification (Medicaid eligibility and program requirements for specific program of focus preferred)

Knowledge of CPT and HCPCS codes preferred

PC proficiency to include Microsoft Office Suite

Experience with Microsoft programs

 

Why Should You Apply?

Excellent growth and advancement opportunities

 

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.