Role Description

The Insurance A/R Call Center Representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns.

Essential Functions

• Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.
• Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions.
• Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.
• Provides triage support for common issues related to platforms, applications, and back-office processes.
• Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.
• Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.
• Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.
• Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required.
• Associate Degree or some college coursework in a related field preferred.
• 1-2 years of customer service experience required, preferably in a call center or help desk environment.
• Familiarity with CRM software and customer service tools preferred.
• 1 year of experience in a hospital or physical business office preferred.
• 1 year of experience in call center with background of productivity expectations with high call volumes including customer correspondence.
• 1 year of experience with medical revenue cycle processes from scheduling through agency placement and final account disposition.
• Knowledge of insurance collection follow up or self-pay collections.
• Experience and knowledge about EOB, Remits, and UB-04s preferred.

Benefits

• Comprehensive Health Coverage – Medical, dental, and vision plans to keep you and your family healthy.
• Future Security: 401(k) with matching.
• Student Loan Support – Up to $10,000 repayment assistance, because we invest in your future.
• Educational Tuition Assistance.
• Competitive Pay & Full Benefits – A salary and package designed to reward your expertise and dedication.

Company Description

Community Health Systems is one of the nation's leading healthcare providers. With healthcare delivery systems in 36 distinct markets across 14 states, CHS operates 69 affiliated hospitals with more than 10,000 beds and approximately 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, imaging centers, cancer centers, and ambulatory surgery centers.