Senior Customer Service Representative

Role Overview

As a Senior Customer Service Representative at Pejas Consulting Private Limited located in Puducherry, you will serve a pivotal role in managing patient interactions and supporting clinical processes. Your responsibilities span scheduling appointments, verifying insurance, managing financial transactions, and assisting with clinical support tasks.

Key Responsibilities

• Coordinate patient appointments by scheduling, rescheduling, and cancellations as per directions.
• Confirm patient insurance eligibility and coverage details ahead of appointments to ensure service readiness.
• Assess patient financial obligations such as copayments, deductibles, and outstanding balances prior to visits.
• Collect patient payments including copayments and balances via telephone when applicable.
• Analyze insurance verifications to identify coverage limits and promptly inform relevant staff about any issues encountered.
• Manage patient documentation by uploading insurance cards, photo identification, and forms into the Electronic Medical Records (EMR) system.
• Verify Primary Care Physician assignments consistent with insurance requirements.
• Facilitate clinical support activities including directing patient inquiries and messages correctly within the EMR, utilizing tools like Jelly Bean for creation and assignment.
• Handle incoming faxes by reviewing, processing, and ensuring delivery to the suitable department or staff member.
• Provide patients with assistance on basic billing questions and escalate complicated billing concerns to designated personnel.
• Carry out additional administrative and clinical workflow duties as assigned by the customer or management.

Required Qualifications and Skills

The position requires strong organizational and communication competencies, proficiency with electronic medical records, and the ability to manage patient service processes effectively.