SERVICE EXCELLENCE REPRESENTATIVE in Burleson, Texas at Precision Monitoring LLC
Explore Related Opportunities
Job Description
Position: Service Excellence Representative
Status: Full Time
Shift: 8-5
Reports to: Revenue Cycle Manager
Company Overview
Precision Monitoring is a leading innovator in healthcare diagnostics, offering remote monitoring and enterprise management solutions that drive better outcomes across the healthcare continuum. We specialize in Holter, Event, and Telemetry monitoring systems that simplify complex workflows for providers operating in a highly regulated environment.
Our culture promotes analytical thinking, innovation, and a commitment to excellence. As we continue to expand, we’re seeking passionate professionals who bring energy, integrity, and a results-driven mindset to join our growing team. We offer competitive compensation, comprehensive medical benefits, and a collaborative work environment.
Position Summary
The Service Excellence Representative serves as plays a key role in the revenue cycle by serving as the first point of contact for patients regarding billing inquiries, insurance verification, and out-of-pocket cost estimates. This position requires strong communication skills, attention to detail, and a working knowledge of healthcare billing processes to ensure accurate, timely, and compassionate service that supports both patient satisfaction and financial performance
Key Responsibilities:
- Respond to inbound and outbound patient calls regarding billing, insurance, and out-of-pocket cost estimates in a professional and empathetic manner.
- Ensure Proper Documentation-log call details accurately and provide estimate breakdowns to patients and answer any questions regarding benefit questions in our system.
- Clear Communication-Respond to requests for clarification from other departments
- Maintain strict adherence to HIPAA and other privacy regulations, safeguarding patient information during all communications.
- Demonstrate consistency in applying workflow steps, helping maintain quality assurance and operational integrity
- Meet individual and team performance metrics, including call volume, average handle time, and documentation accuracy
- Promote a supportive and optimistic team environment by engaging respectfully with colleagues and contributing to a culture of encouragement.
- Review billing charge codes and associated diagnoses to ensure alignment with payor requirements, supporting accurate cost estimates and claim processing
Essential Functions:
- Effectively manage inbound and outbound calls to assist patients with billing, insurance, and financial inquiries, ensuring a high level of service and professionalism.
- Provide and update patient or insurance information in the system to support correct billing and estimate generation.
- Follow standardized workflows and scripts to maintain consistency, compliance, and operational efficiency across all interactions
- Document all patient interactions in real time, ensuring completeness and accuracy to support continuity of care and revenue cycle processes
- Meet or exceed performance metrics, including call volume, average handle time (AHT), documentation accuracy, and first-call resolution
- Demonstrate a positive attitude, strong work ethic, and commitment to quality, setting an example for peers.
- Communicate clearly and empathetically to help patients understand their financial responsibilities, including charges, statements, and payment options.
- Participate in ongoing training and development activities to stay current with system updates, payor guidelines, and departmental policies
- Perform other duties as assigned to support department objectives.
Qualifications
- High school diploma or equivalent required
- Minimum of 3 years of experience in billing, patient access or high-volume call center with demonstrated success.
- Current experience navigating practice management software.
- Strong organizational, critical thinking, and problem-solving skills.
- Experience in Microsoft Office (Excel).
- Skilled in customer service and understanding our organization.
- Comfortable working with KPIs and performance-based metrics.
- Ability to accept and apply constructive feedback with professionalism.
- Working with a sense of urgency
- Communicate with compassion and knowledge to our outward-facing customers and escalate as appropriate when unable to resolve.