Customer Support Representative

Company Overview:

Integrity Revenue Cycle Management is a leading medical billing company, dedicated to streamlining the revenue cycle for healthcare providers. With a commitment to accuracy, efficiency, and compliance, we offer comprehensive billing solutions that enable healthcare practices to focus on patient care while we handle the complexities of medical billing. We serve a diverse range of clients, including individual practitioners, clinics, and hospitals, providing tailored services that meet the unique needs of each practice.

Job Summary:

As a
Customer Support Specialist
in our
Patient Support Department
, you will serve as the primary point of contact for patients with inquiries related to their medical billing, payments, insurance claims, eligibility verification, and other billing concerns. Your role is critical in ensuring a smooth and positive experience for patients by addressing issues promptly, clearly, and professionally.

Key Responsibilities:

• Patient Inquiries:
    Serve as the primary point of contact for patients, handling billing-related questions, payment issues, insurance inquiries, and claim status updates via phone, email, and other channels.
• Problem Resolution:
    Assist patients in understanding their medical bills, payments, and insurance claims, ensuring that all issues are resolved in a timely and efficient manner.
• Documentation & Records:
    Accurately document all patient interactions, support tickets, and follow-ups in CRM and other internal systems to maintain a clear record of all communications.
• Payment Processing & Guidance:
    Provide patients with guidance on making payments, setting up payment plans, and resolving any discrepancies in billing statements.
• Collaboration with Billing Team:
    Work closely with the billing team to address complex patient issues, escalate unresolved matters, and ensure a seamless flow of billing information.
• Claims Assistance:
    Help patients understand their insurance claims, including explaining coverage, denials, and patient responsibilities.
• Eligibility Verification:
  Verify patient insurance eligibility and benefits prior to service delivery, ensuring that the necessary information is accurate and up to date for billing purposes.
• Onboarding Support:
    Assist new patients by explaining the billing process, payment options, and how to navigate the patient portal.
• Escalation and Issue Tracking:
    Identify recurring issues and escalate unresolved matters to higher management, ensuring that patient concerns are addressed and resolved quickly.
• Continuous Improvement:
  Provide feedback and suggestions on improving patient support services, aiming to enhance overall patient satisfaction.

Requirements

• Experience:
  2 to 3 years of experience in customer support, preferably in the healthcare industry, medical billing, or revenue cycle management (RCM).
• Skills:
  Strong communication skills (verbal and written) with a focus on clarity, empathy, and professionalism.
• Technical Proficiency:
  Familiarity with CRM systems, Microsoft Office Suite, and healthcare management software.
• Problem-Solving Abilities:
  Strong attention to detail with the ability to resolve patient concerns, troubleshoot billing issues, and navigate complex claim inquiries.
• Knowledge of Medical Billing:
  Understanding of medical billing processes, insurance claims, coding, and reimbursement systems is a plus.
• Eligibility Verification Knowledge:
  Experience with insurance eligibility verification, understanding of benefits, and ensuring proper billing setup based on eligibility.
• Customer-Centric Attitude:
  A patient-first mindset with a focus on providing outstanding support and service.
• Team Collaboration:
  Ability to work collaboratively with internal teams, including billing, coding, and management.

What We Offer:

• Competitive Salary
• Fuel Allowance
• Medical Insurance
• Monthly Project Bonuses & KPI's
• Leave Encashments
• Many more.

Working Hours:
08:00 PM to 05:00 AM (Night Shift)
OR
Rotational Shifts

Working Days:
Monday-Friday

Job Type:
Onsite

Location:
Model Town, Lahore.