Description
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, 1:30pm -10:00 pm Eastern time 

Location: Remote



Title: Customer Service Professional



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 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%


Requirements
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