Customer Care Representative – Practice Solutions

Full Time
Fort Myers, FL
Posted 4 months ago

Job Description:

The Customer Care Representative is responsible for handling customer telephone calls, both incoming and out-going, as well as communication through fax, email, and mail. Incumbent is responsible for establishing the means by which an account will be paid, by either a third party payer (insurance), or recommending an available payment plan or discount to the caller, if applicable.


  • Answer incoming /outbound customer service telephone calls, verifying and updating account demographics and taking appropriate action within the billing system to resolve the account/accounts during the initial (first) contact, while adhering to Compliance/HIPAA regulations and internal protocols.
  • Maintain a courteous and professional demeanor. Answer questions, process information obtained from the caller and process customer complaints appropriately within the AR management system.
  • Review recorded comments about the patient’s account, understand the trip’s information, and billing history to provide guidance to the caller regarding past events.
  • Input information obtained and enter comments relating to an account and call into the AR management system.
  • Inbound/outbound call audits must score a minimum of 95% overall passing score, and an individual audit must score a minimum of 90%.
  • Reviews correspondence received by mail, by e-mails or through the web site and take appropriate research and follow up steps for resolution.
  • Assist with account billing review and follow up on private pay billing plans and private pay aging.
  • Familiarize and follow corporate policy and procedures.


  • High school diploma/GED
  • 1 year of customer service or sales experience.
  • Type 35 wpm.
  • Demonstrated effective verbal and written communication skills.
  • Knowledge of medical billing processes/or health care billing guidelines is strongly preferred.
  • Pleasant telephone etiquette.
  • Have a customer focused mindset.
  • General working knowledge of PCs and/or patient accounting computer systems. Working knowledge of Microsoft Word and Excel for Windows.
  • Able to handle a large volume of work.
  • Organized and detail oriented with ability to prioritize and perform multiple tasks at once.


Integra Connect, LLC provides a comprehensive benefits plan.

  • Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
  • Paid Time Off
  • 401k with employer match
  • Paid Holidays and Floating Holiday

Equal Opportunity Employer


Job Features

Job CategoryCustomer Service

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