Hybrid Billing Customer Support Specialist II

at Exact Sciences

• Job title: Billing Customer Support Specialist II
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $38,000 - $54,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Madison, United States

About the role

• Customer Care Specialist responsible for billing inquiries and insurance assistance for Exact Sciences. Offering flexible work from home model with various shifts available.

Responsibilities

• Provide world class service to potential patients and patients with the goal to assist with insurance, coverage, and payment options associated with Cologuard
• Assist with insurance eligibility details required for kit shipment and patient billing requirements
• Interact with providers, patients, and payors to answer questions around claim denials, billing statements, Explanation of Benefits (EOB), and/or payment options
• Educate and assist on inquiries associated with Medicaid, Medicare, and private insurance companies
• Navigate supplemental payor websites to determine eligibility
• Collect payment, establish payment plans, assist with Financial Assistance requests, and refunds as appropriate
• Interact with patients, providers, and clients for all aspects of billing through phone, e-mail, or other channels to support incoming calls and place outbound calls
• Quality-focused with a high attention to detail and accurate documentation
• Provide customers with product and service information and route contacts to the appropriate resources
• Stay current with relevant guidelines and policies to maintain compliance with all company procedures and guidelines; including, but not limited to HIPAA, Quality Policies, and the Code of Business Conduct and Ethics
• Perform all job duties according to contact center policies and procedures
• Communicate and act in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and clients
• Demonstrate excellent verbal and written English communication skills
• Ability to apply knowledge of customer service principles and practices
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly while focusing on tasks and work independently
• Ability to report to work on time and follow attendance guidelines, demonstrating reliable attendance
• Ability to work designated schedule and overtime as needed
• Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day operating telephone, computer, keyboard, and various desktop applications

Requirements

• High School diploma or GED
• Must be 18 years of age or older
• 2+ years of customer service experience
• Authorization to work in the United States without sponsorship
• Demonstrated ability to perform the essential duties of the position with or without accommodation
• Experience in an inbound/outbound contact center in the healthcare industry (preferred)
• Knowledge of contact center telephony and technology (preferred)
• Demonstrated exceptional customer experience (preferred)

Benefits

• paid time off (including days for vacation, holidays, volunteering, and personal time)
• paid leave for parents and caregivers
• retirement savings plan
• wellness support
• health benefits including medical, prescription drug, dental, and vision coverage