Customer Service Support Representative II – Women's Health & Genetics

Responsibilities

• Answer high-volume inbound calls from patients, doctors’ offices, and private insurance carriers
• Make outbound calls to resolve open patient accounts receivable and customer inquiries
• Initiate payment plans for patients with outstanding balances
• Use multiple resources and systems to research and resolve patient inquiries while on the phone
• Explain women’s health, genetics, and oncology testing coverage, costs, and financial responsibility
• Explain billing or account information clearly and professionally
• Maintain established performance and quality goals
• Complete structured training and become proficient with role processes
• Deliver exemplary customer experiences through innovation and continuous improvement

Requirements

• Associate degree with 1 or more years of relevant experience, or high school diploma or equivalent with 3 or more years of relevant experience
• 1 year or more call center experience or healthcare-related customer service preferred
• 1 year or more medical billing, insurance claims, and explanation of benefits (EOB) experience preferred
• 1 year or more patient billing experience preferred
• Experience in genetics, women’s health, and oncology specialty testing billing preferred
• Experience supporting payer and laboratory billing processes for genetic and molecular testing reimbursement preferred
• Experience with Medicare and Medicaid payers preferred
• Bilingual English/Spanish capability preferred
• Strong verbal and written communication skills
• Ability to work and learn in a fast-paced environment
• Attention to detail
• Ability to explain complex testing coverage, costs, and financial responsibility clearly and empathetically
• Ability to work independently and as part of a team
• Excellent organizational skills
• Proficiency navigating multiple computer screens and applications
• Alpha-numeric data entry proficiency
• Customer-focused problem-solving and resolution skills
• Adherence to confidentiality, privacy, and regulatory compliance requirements
• Core Competencies

Demonstrates expertise in medical billing, insurance claims, and patient account management, with a strong focus on customer service in healthcare settings.

Proficient in explaining complex coverage and financial responsibilities while maintaining compliance with regulatory standards.

• Highest-signal resume keywords
• Medical Billing Experience
• Insurance Claims Processing
• Patient Billing Experience
• Bilingual English/Spanish
• Customer Service Skills
• ATS Optimization Keywords
• Hard Skills
• Medical Billing
• Insurance Claims
• Explanation of Benefits (EOB)
• Patient Billing
• Data Entry Proficiency
• Payer Billing Processes
• Genetics Testing Billing
• Oncology Testing Billing
• Medicare Experience
• Medicaid Experience
• Soft Skills
• Verbal Communication Skills
• Written Communication Skills
• Attention to Detail
• Organizational Skills
• Problem-Solving Skills
• Industry Keywords
• Healthcare Customer Service
• Patient Accounts Receivable
• Confidentiality Compliance
• Regulatory Compliance
• Women’s Health
• Tools & Technologies
• Multiple Computer Applications
• Call Center Systems
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