Job Summary

Answer & conduct phone calls and other customer service tasks in a timely and courteous manner and according to applicable compliance procedures.

Major Responsibilities/Activities

- - Answer phone calls quickly and in a pleasant 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 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 respect 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.
- Assist with special projects as assigned.




- Perform other duties as assigned.

Required Education, Skills, & Experience

- - High School Diploma or GED is required.
- Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA.

- Ability to collaborate effectively with multi-departmental and diverse teams to achieve results.

- Strong 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.
- Willing and able to adapt to changes in work workplace, procedures, priorities, schedule, and job duties.
- Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Preferred Education, Skills, & Experience

- 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

- 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. EMS|MC 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 mailto:[email protected].

The responsibilities and duties outlined in this job description are not exhaustive and may be subject to change to meet the needs of the business. This job description is not an implied contract of employment and does not alter the at-will employment relationship.

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