Call Center Billing Representative

Transend MSO, Inc. provides administrative support to New Oakland Family Centers, a comprehensive behavioral health and substance abuse provider for consumers across Michigan, in both outpatient and partial hospitalization settings.

Location: Southfield

Schedule: Full-time, shift-based schedule determined by Director

Reports To: Clinical Director/Clinical Supervisor/Call Center Manager/Billing Customer Service Supervisor

Compensation: Hourly Employee. Commensurate with experience.

Position Summary: The Call Center Billing Representative at New Oakland Family Centers is responsible for providing exceptional customer service while supporting both consumer access and billing functions.  This position requires a thorough understanding of the center’s protocols, policies, and procedures.  The Call Center Billing Representative professionally responds to all incoming consumer inquiries, ensuring prompt, accurate, and courteous assistance with appointment scheduling, billing questions, insurance verification, posting payment and account billing management.

Desired Skills:

• Ability to multi-task—use of time management
• Attention to detail
• Strong organization skills
• Excellent verbal communication
• Ability to problem solve

Essential Duties / Functions:

• Promptly and professionally answers calls, completes phone intakes, processes medical service requests and handles telephone inquiries with strict adherence to confidentiality agreements, policies and procedures.
• Verifies insurance details and provides assistance with other billing matters as required.
• Reviews outpatient schedules, partial hospitalization admissions, and insurance verification tickets daily for completion.
• Facilitate optimal consumer access and maximizes accuracy of data entry for scheduling, billing, and clinical messaging.
• Completes daily reviewing and adjusting of accounts via respective tickets (billing, insurance verification)
• Completes daily phone calls which consist of verifying appointments, rescheduling appointments, initiating treatment or similar duties.
• Handles daily customer service support via phone to address various billing concerns brought forward via respective tickets. (billing, insurance verification)
• Speaks clearly and responds professionally to effectively communicate with consumers and staff, provides pre-visit instructions/directions, and relays provider instructions.
• Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
• Provides continued support of call center schedule/staff working one weekend shift per month and coverage of call center related work when billing concerns are resolved, or volume is low.
• Assists with monitoring Transend Transportation driving routes and clock in times; acting as dispatcher when required.
• Participates in improving Call Center performance.
• Actively participates as a positive member of the clinic environment.
• Fulfils all initial and ongoing training requirements.
• Performs other duties as assigned.
  

Working Conditions: Staff is to always dress professionally per Employee Handbook. Staff need to be prepared to be actively involved with consumers.

Requirements

High school graduate or equivalent. Must be able to work well with all populations including children. Must possess strong computer literacy, including proficiency in Microsoft Office and Electronic Medical Record (EMR) systems. Proficiency in typing at a speed sufficient to handle job responsibilities efficiently is required

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development