Customer Service Professional- Inbound (Hawaii)
Customer Service Professional- Inbound (Hawaii)
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Job Description
This is an in-office call center position located in Honolulu HI.
Job Summary
The Customer Service Representative Inbound is responsible for answering phone calls and completing other customer service tasks in a timely manner and according to applicable compliance procedures.
Major Responsibilities/Activities
- Answer phone calls quickly and in a pleasant professional manner.
- Identify each callers 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 SOPs. Question Queue Client Specs.
- Notify supervisors/management of complaints that cannot be resolved on the first call.
- Address each callers 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 calls.
- 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.
- Mentor new hires.
- Perform other duties as assigned.
Required Education Skills & Experience
- High School diploma or GED.
- 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
- Proficiency in English is necessary for job-related communication including understanding policies writing correspondence and engaging with colleagues or clients.
Working Environment
- The office environment is a controlled indoor setting with minimal exposure to adverse conditions.
- Noise levels in the office are typically moderate and consistent with a standard office setting.
- For employees approved to work in a hybrid or remote setting a quiet private workspace free from significant distractions is required to ensure productivity during work hours.
- A reliable internet connection is required for hybrid/remote work. EMSMC will provide necessary equipment including a computer monitor keyboard mouse and headset.
Physical Requirements:
- Sitting: frequent and prolonged periods of sitting at a desk while working on a computer.
- Communication: frequent and prolonged periods of speaking listening reading and writing.
- Fine motor skills: frequent use of hands for typing and operating a computer mouse.
- Movement: occasional walking and climbing of stairs; limited bending kneeling lifting and carrying of office-related items.
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
Required Experience:
Unclear Seniority
Employment Type
Full-Time
