NATURE AND SCOPE:

The Customer Intake Representative responds to inquiries and requests from individual consumers, employer groups, network providers and insurance companies concerning vaccination services, eligibility, billing and scheduling. To become an intake representative, you must possess efficient organizational skills, follow established scripts and procedures, posses a friendly phone demeanor and have excellent typing and clerical skills as well as an exceptional eye for accuracy.

The ideal candidate will be able to type at least 40 words per minute, have strong knowledge of Microsoft Office Suite and basic knowledge of medical terminology and billing. Responsibilities include responding to telephone, fax and on-line inquiries; provide information about product and services to customers, complete accurate and timely insurance eligibility and billing processes and ensure a WOW customer service experience.
PRINCIPAL ACCOUNTABILITIES:

* Must demonstrate Wow! Customer Care principles when answering and making calls.
* Provide intake services and setup for all new patients.
* Coordinate the consumer’s vaccination appointment with the appropriate onsite or off-site network administrator.
* Perform insurance verification and billing for medical and pharmacy benefits.
* Data-entry and coding.
* Interact with Medicare / Medicaid Officers and patients (mostly on the telephone) as well as Managed Care company’s including HMO’s, PPO’s & POS’s.
* HIPAA compliance and accountability.
* Must maintain accurate customer information, this is mission critical.
* Will process department faxes, email and mail orders per outlined procedures.
* Must follow all established procedures and scripts and adapt to change as needed.
* Coordinates responses and resolutions to issues with appropriate internal and external parties.
* Maintains and promotes positive and professional working relationships with associates and management.
* Must maintain an excellent attendance and performance record.

* Display dedication to the position responsibilities and achieve assigned goals and objectives.
* Ensures a continuous quality improvement customer service approach by proactively identifying areas of improvement and communicating those ideas to the VaxAmerica team.
* Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
* Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the Company. Immediately report any concerns or violations.
* Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

* Ability to communicate effectively both orally and in writing.
* Ability to resolve associate issues quickly and efficiently.
* Knowledge and experience in all aspects of medical billing protocols.
* Follows established procedures and processes with little deviation.
* Represent the Company in a professional manner and appearance at all times.
* Ability to provide excellent customer service.
* Strong interpersonal, analytical, presentation and organizational skills.
* Must be detail oriented.
* Understand and internalize the Company’s purpose;
* Display loyalty to the Company and its organizational values.
* Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
* Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, words, and deeds.

EDUCATION AND EXPERIENCE DESIRED:

* One (1) to two (2) years experience in a call center environment, healthcare, physician's office or social services environment preferable.
* Strong knowledge of Microsoft Word, Excel, Power Point and Outlook
* Experienced in real time order entry and/or billing as well as processing and scheduling appointments Previous experience with, Medicare, Medicaid, and private insurances
* Previous experience with, Medicare, Medicaid, and private insurances
* Familiarity with HIPAA compliance and adept at handling sensitive and confidential situations
* Requires broad training in fields such as business administration, accountancy, sales, marketing, or similar vocations generally obtained through experience and/or completion of a two year or four year degree program.
* Bilingual always a plus.

TYPICAL OFFICE ENVIRONMENT:

No unusual exposures.
EQUIPMENT USED:

Operate office equipment.
PHYSICAL REQUIREMENTS:

While performing the duties of this position, the employee is required to regularly use hands to finger, handle or feel objects, tools, controls and equipment. The employee must be able to walk, sit and stand. The employee occasionally lifts up to 20 lbs. and occasionally kneels and bends.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions of this position.

FFF Enterprises is an EEO/AAP employer; all business decisions (employment, promotions, compensation, etc) are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status.