Customer Service Rep I - Non-Exempt

JOB DESCRIPTION • Manage Program wide fax number and distribute faxes to appropriate team members by uploading into program software. • Answer program 800 phone line • Provides support for inquiries from internal and external customers regarding account/authorization status. Maintains updated information on patient accounts. • Handles internal and external customer inquiries regarding authorization status and insurance verification history. • Actively participates in team initiatives and in team status meetings; Additional team activities, projects, and workflow as assigned. • Actively participates in process and service improvement activities. • Encourages and supports staff members in the pursuit of service excellence. • Develops understanding of our client therapies within pain interventions space • Performs eligibility verifications on patient accounts as new insurance plans/carriers are identified; updates information on expired insurance plans/carriers. • Meets or exceeds key performance indicators measuring productivity, quality, • and service level as defined by Senior Management. • Research issues off-line as needed with payor/physicians/ patient; conducts follow-up calls with customers, initiating conference calls between insurance carrier and patients to resolve customer concerns. • Initiates follow-up activities regarding open authorizations and makes written and verbal inquiries to payors. Analyzes and problem-solves account issues to full resolution. • Answers all calls and inquiries with professionalism and seeks to have "one call resolution."