Customer Service Representative - Billing

We are seeking a dedicated and customer-focused individual to join our team as a Call Center Agent to support our healthcare eye-care billing. In this role, you will assist patients with billing inquiries, including refunds and insurance re-billing. You will be expectedtodeliveraccurateinformation,provide exceptional service, and meet key performance targets such as Quality Assurance, Average Handle Time (AHT), schedule adherence, and productivity.

Key Responsibilities
• Handle inboundbillingcallsrelatedtopayments,refunds,insurance questions, and insurance re-billing.
• Research and resolve billing discrepancies usingmultiplesystems and tools.
• Documentallcallinteractionsaccuratelyandfollowproperworkflows.
• Maintain a professional,empathetic,andservice-orientedapproachwithevery patient.
• MeetandmaintainKPIexpectationsincludingquality,AHT,adherence,and productivity.

Requirements

• 6months+ofcallcenterexperience(healthcareorbillingexperiencepreferred).
• Strongattentiontodetailandaccuracy.
• AbilitytonavigateExcelorGoogleSheetsfortrackinganddataentry.
• ComfortableusingZoom,GooglemeetandTeamsformeetings,training,and communication.
• Excellentverbalcommunicationandcustomerserviceskills.
• Abilitytomultitaskandworkefficientlyinafast-pacedenvironment

Training Requirement
• Complete4weeksoftraining: o 2weeksproducttraining+2weeksnesting/on-the-jobpractice,including call handling.
• Achieveaminimumscoreof85%ontrainingassessments.
• Demonstratemasteryofsystems,workflows,andmedicalprogramstandards before certification for production

Benefits

Work Environment: What to expect?
• On-siterolein,supportingU.S.operationalhours.
• Fast-pacedenvironmentrequiringattentiontodetail,urgency, and consistent follow-through.