For our healthcare professional customers, handle, evaluate, document, and resolve issues and inquiries related to lab sample procurement, accessioning, and testing of clinical laboratory samples, test reports, billing and reimbursement.
In support of our patients, answering general questions about our clinical lab offerings; Provide cost estimate and patient billing support, including making outbound calls to physicians, patients, and insurance plans; Pre-qualifying patients for any available financial aid and clearly communicate out of pocket costs; Receiving payments for healthcare services.
Make outbound calls to physicians, patients, and insurance policy holders
Provide account management support to clients via email and telephone.
Liaise with the Clinical Sales team to ensure excellent customer experience.
Supply order fulfillment for clients
Escalate issues to appropriate internal resources
Assist in the entry and quality control of patient and clinician data into Laboratory Information Management System (LIMS)
Review case history and insurance notes to provide appropriate information to callers
Participate in company or department projects/initiatives, as needed
Associates Degree required, but will consider equivalent work experience of 3+ years of client service experience in a contact center environment preferably in the healthcare or CLIA laboratory industry.
Bachelor's or Master's degree preferred, with 1+ years experience in a contact center environment preferably in the healthcare or CLIA laboratory industry.
Knowledge, Skills, and Abilities:
Intermediate skills with Customer Relationship Management (CRM) Software (e.g. NetSuite, Salesforce.com) Microsoft Word, Excel, and PowerPoint
Superior people skills and demonstrated ability to work successfully in a team environment
Knowledge of how insurance works and medical billing are desirable, but not required.
Must be able to type at least 45 words per minute with excellent accuracy
Travel Requirement: Less than 5% of time travel domestic and/or international.
Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support
Hoffmann-La Roche Inc.