Customer Service Professional- Inbound

Who is EMS|MC

EMS|MC offers full-service revenue cycle management solutions and is the largest billing services provider focused exclusively on emergency medical services in the U.S. We offer services from software to hardware to billing services and everything in between. 

For over 25 years, our high-quality service, results and customer-centric approach have set the standard in professional EMS billing. We have an emphasis on patient satisfaction and our client customization enables us to fulfill our mission of providing value-added, innovative financial services that enhance the delivery of a cost-effective EMS system.

With this level of specialization, we have built a team of dedicated, industry-leading experts with unprecedented experience to maximize our clients EMS revenue.  

Job Type: Full-time (Monday - Friday, 2:30 PM – 11:00 PM EST)

Location: Remote

Title: Customer Service Professional- Inbound

About the role:

Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous manner and according to applicable compliance procedures

As a Customer Service Professional-Inbound with EMS|MC, you will:

• Answer phone calls quickly and in a pleasant, professional manner
• Identify each caller’s needs and determine the next appropriate action, which may include clarifying charges/payments, collecting, adding, updating, and filing insurance, resolving complaints, and/or notifying 
• Utilize all resources provided: Job aids, SOP’s. Question Queue, Client Specs
• Notify supervisors/management of complaints that cannot be resolved on the first call
• Address each caller’s needs while being sensitive to the appropriate amount of time needed to complete and close the call in a courteous and professional manner
• Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner. Documentation must be understandable if read later and/or by another employee
• Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor or member of management
• Detect caller patterns and provide appropriate feedback to supervisor to reduce or prevent possible future call
• Conduct all job tasks, duties, phone calls, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations
• Consistently support and demonstrate the company mission and values
• File insurance from information provided by patient on the EMSMC website in an accurate and timely manner
• Mentoring of new hires
• Perform other necessary tasks as assigned by supervisor
• Assist with special projects as assigned 

Quality & Productivity Requirements

• Maintain required turnaround time as dictated by process or client
• Maintain Customer Service call audit and HIPAA scores of 98%

You will be successful in this role if you:

• High School Diploma
• Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA
• Strong, effective, and professional written and verbal communication skills. Must be able to apply these skills with individuals from diverse backgrounds both internal & external to the company.
• Ability to collaborate effectively with multi-departmental and diverse teams to achieve results. This includes the application of an appropriate balance of assertiveness and professionalism to drive processes to completion.
• Strong, accurate typing and data entry skills
• Ability to learn, understand, and work within specific client requirements
• Highly organized with ability to be proactive, manage time, and prioritize work with little supervision
• Ability to function well within a cross-functional team setting and independently
• Willing and able to adapt to changes in work environment, procedures, priorities, schedule, and job duties
• Detail-oriented

Key skills we hope you have:

• Previous medical billing and/or accounts receivable experience
• HIPAA certification
• Strong MS Office skills with the ability to manipulate data and create formulas in Excel

Working Environment/Physical Requirements

• General office environment
• Frequent telephone use
• Frequent typing
• Sitting for long periods of time, some standing
• Use of basic office equipment such as computer, fax, printer, copier

Why EMS|MC:

• Flexible Scheduling 
• Career development plans
• Weekly wellness seminars
• Comprehensive benefit package
• Remote opportunities
• All equipment provided

*Please note, our hiring process typically lasts 2-4 weeks with three to four interviews total.*

Pay: $17.00/hour with a shift differential of an additional $1.00 per hour. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, and paid time off. Visit https://emsmc.com/careers/ to explore our total rewards package.   

Employees must be able to perform the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities as needed to support their ability to perform these essential functions. If you require an accommodation for this position or to participate in the application process, please contact HR at humanresources@emsmc.com.

The responsibilities and duties outlined in this job description are not exhaustive and may be subject to change to meet the needs of the business. This job description is not an implied contract of employment and does not alter the at-will employment relationship.