Customer Service Professional – Inbound

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November 21

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EMS Management & Consultants, Inc.

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Healthcare Insurance • Compliance • SaaS

EMS Management & Consultants, Inc. (EMS|MC) is a company that specializes in providing comprehensive operational solutions for over 1,500 emergency medical services (EMS) providers across the United States, including hospital systems, municipalities, and private companies. Founded by professionals within the EMS industry, EMS|MC offers services designed to optimize reimbursement, resources, and regulatory compliance. With more than 25 years of experience, the company leverages technologies like EMsmart, a SaaS-driven billing solution, to enhance revenue performance for EMS agencies. EMS|MC also works closely with the PWW Advisory Group to ensure compliance with the ever-changing regulatory landscape, providing tools and educational resources to EMS providers.

501 - 1000 employees

⚕️ Healthcare Insurance

📋 Compliance

☁️ SaaS

📋 Description

• Answer & conduct phone calls and other customer service tasks in a timely, professional, and courteous 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 and professional manner. • Accurately document each call and the outcome in Rescue Net Billing in an efficient, clear, and concise manner. • 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 professionalism, respect, a positive attitude, 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. • Mentoring of new hires. • Perform other necessary tasks as assigned by supervisor. • Assist with special projects as assigned. • Maintain required turnaround time as dictated by process or client. • Maintain Customer Service call audit and HIPAA scores of 98%.

🎯 Requirements

• High School Diploma • Understanding of Medicare, Medicaid, commercial, and patient reimbursement/billing, and HIPAA • Strong, effective, and professional written and verbal communication skills • Ability to collaborate effectively with multi-departmental and diverse teams to achieve results • Strong, accurate 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 and independently • Willing and able to adapt to changes in work environment, procedures, priorities, schedule, and job duties • Detail-oriented

🏖️ Benefits

• Flexible Scheduling • Career development plans • Weekly wellness seminars • Comprehensive benefit package • Remote opportunities • All equipment provided