Inbound Patient Account Services Coordinator
Job Description:
- Develop a deep understanding of CVS Specialty processes and how customer service impacts a patient’s journey from order to reimbursement
- Help patients navigate complex billing and reimbursement processes
- Build trusting relationships with patients through meaningful and relevant conversation
- Manage difficult or emotional situations and respond promptly to patient needs with empathy and urgency
- Accurately document each interaction in the appropriate Revenue Cycle system
- Record, review, and follow up to resolve patient concerns
- Gather and examine patient information to determine eligibility for payment plans
- Meet call center metrics, including call volume and call quality
- Use technology to liaise with other CVS Specialty departments
- Provide an outgoing, enthusiastic, professional, and caring telephone presence
- Report potential trends to Leadership for review
Requirements:
- 6 months experience in healthcare billing, reimbursement, collections practices, and/or infusion services
- Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel
- Effective written and verbal customer service skills
- Ability to work independently and on a team
- Ability to offer emotional support and empathy
- Flexibility with work schedule to meet business needs, including 8-hour work shifts from 8:00am–8:00pm EST, Monday–Friday
- Verifiable high-school diploma or GED required
- Preferred: 1 year experience in healthcare billing, collections practices, and/or infusion services
- Preferred: 1 year experience in pharmacy billing and reimbursement
Benefits:
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being
- CVS Health bonus, commission or short-term incentive program eligibility
