Hotline Intake Specialist

$20–$25/hr

Call Center Agent (CSR)

ATX Learning · Lewisburg, TN

Call Center Agent (CSR) Employer Location: Aliso Viejo, CA Position Type: Regular Full-Time, Direct Placement Worksite Location: Remote (California Residents Only) Compensation: $20.00/hr- $25.00/hr(CWE) Overview Our client is one of the largest ophthalmology providers in the U.S., with over ninety centers across six states including California, Oregon, Arizona, Texas, and Utah. An innovative leader in ophthalmology, they deliver an exceptional patient experience through advanced technology and a team of highly skilled, experienced surgeons - trusted by more than 3,000 referring eye doctors nationwide. We are seeking a Call Center Agent to join the team! This position is responsible for ensuring the consistent delivery of a great patient experience that exceeds the expectations of our callers and our clinic locations. This role will ensure company success by raising conversion rates from initial phone call to consultation, as well as the handling of all other call types with empathy and a patient-centric focus. You'll support patients across the organization's many locations nationwide, helping with everything from scheduling and rescheduling to prescription questions, post-procedure guidance, and connecting patients to the right level of care quickly and confidently. This is an on-site position in Aliso Viejo, CA, with structured training to set you up for success from day one. Responsibilities • Answer telephone promptly in a polite and professional manner and exceed patient satisfaction. • Able to answer questions succinctly and professionally and evaluate when to escalate. • Ensure patients are booked for consultation during their first call to • Presents in a professional and educated manner to all customers, patients, and Dr.'s that call in. • Place outbound calls timely and with enthusiasm to assist • Research and resolve issues to ensure patient retention and satisfaction. • Use sound judgment and empathy in handling calls, especially with upset patients. • Schedule appointments correctly-servicing multiple centers. • Maintains knowledge of company products and customer service processes • Ability to handle a Call Center environment: work quickly and multi-task. Qualifications • 2+ years of experience in a high-volume call center preferred but willing to train the right person. Backgrounds in collections, tax service call centers, or high-end retail tend to translate especially well to this role. • Ophthalmology, dental, or aesthetics/elective procedures experience would be helpful but not required. • Comfortable in a fast-paced, performance-coached, corporate call center environment. • Looking for someone who wants to build a career - many call center team members grow into patient-facing roles after a year or two. • Bilingual is a plus (English/Spanish); Vietnamese or Farsi is also a plus. Why You'll Love It Here • Performance-based bonus incentives • Comprehensive, competitive benefits package • Real opportunities for internal growth and advancement

$18.15–$19.65/hr

Representative I (Remote; 11:30 AM - 8:00 PM Shift), Customer Care

Estes Express Lines · Lewisburg, TN

Job Summary: The primary responsibility of the entry level Customer Care Representative is to provide best in class customer service. This position interacts with customers by telephone or email, to answer questions and resolve issues. This position may be full-time or part-time and have the ability to work from home based on the needs of the business. If you are interested in career advancement at Estes, this is the position for you! • Schedule, verify, and investigate pickups, resolve problems, direct customer concerns to appropriate party for further assistance and final resolution. • Identify and overcome customer objections and complaints by responding to inquiries with clarifying information through research. Keep management informed, escalating issues as needed. • Build rapport with customers by greeting them in a courteous, friendly, and professional manner • Document all contact call or e-mail details in Customer Relationship Management (CRM) system according to standard operating procedures. • Maintain Quality Assurance requirements and other key performance metrics • Participate in all department meetings • Responsible for the maintenance of all Company issued equipment in good working order. Accountable for immediately reporting internet, power or other connectivity issues to management • Provide customers with product and service information, recognizing opportunities to upsell • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity • May provide incidental coverage for receptionist when needed • Regular attendance is required. • This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks. Qualifications: • High School or General Educational Degree (GED), or any combination of education and experience, which would provide an equivalent background • Flexibility to work various shifts/schedules and willingness to work additional hours with little notice required • Confident, friendly, professional, with a strong work ethic required • Ability to professionally and calmly deal with a wide variety of customer communication styles required • Ability to effectively and accurately communicate in writing and on the telephone required • Call Center or Customer facing experience strongly preferred; knowledge of Transportation industry a plus • Ability to listen attentively to customer needs and concerns; demonstrating empathy • Ability to easily maneuver between multiple websites and computer screens • Working knowledge of Microsoft Office; experience with CRM, AS/400 helpful • Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job • Must be able to comply with all company policies, rules, procedures and Code of Conduct • Must be able to interact well with others • Must be able to work independently, or in a team setting • Must be capable of working under tight time constraints in a high volume environment with multiple priorities • Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines • Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check • Must be authorized to work in the United States Physical Demands: 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 individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job. Estes values a diverse workforce and affirmatively promotes a company culture that embraces the concept that outcomes are improved when our workforce is made up of people with different viewpoints. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other characteristic protected by law. Come find your new career at Work4Estes.com! Applications are accepted online only through this website. If you need an accommodation to apply, call the number on the website. Pay Range: $18.15 - $19.65 / hour

Hospital Coding Liaison-Outpatient

Orlando Health · Lewisburg, TN

Coding Specialist Multifacility responsibility for ensuring all aspects of coding is carried out accurately and efficiently through chart reviews, problem account resolution, and coding education according to established rules and regulatory guidelines across Orlando Health System. Responsibilities include performing focused reviews for accuracy of principal and secondary diagnoses, co-morbid conditions and complications, procedure code assignments, and other required abstracted elements according to provider documentation in the medical record for to ensure billing compliance, quality reporting, and optimal reimbursement for all hospitals across Orlando Health System. Essential functions include maintaining and achieving the highest standards of coding quality by assigning accurate ICD-10-CM and ICD-10-PCS or CPT-4 codes utilizing an electronic encoder application in accordance with hospital policy and regulatory body guidelines. Subject matter experts on coding guidelines and respond promptly to internal and external requests to provide feedback on coding related issues. Participates and provides expert feedback during coding section meetings and coding education in services as well as takes initiative to assist others and shares knowledge with the appropriate stakeholders. Develops and presents educational materials to key stakeholders to support accurate and compliant coding. Interacts and communicates effectively with coders, physicians, physician extenders, physician offices and members of the coding and management team. Collaborates with manager and other members of the Revenue Management Team to review all necessary patient records for accurate coding for best practice. Identify trends from review findings and formulate recommendations for corrective action plans and submit to Leaders from for Key Performance Indicator (KPI) reporting, process improvement, and education. Assists with Discharge Not Final Billed (DNFB) account reviews to ensure timely code completion and accurate billing for multi hospital accounts. Maintains and achieves department standards of abstracting quality by reviewing accurate discharge disposition, to achieve the highest quality of entered data. Acts as a team leader and support for regional manager. Assist with system testing, reporting, data trending, and troubleshooting coding applications. Serves as a preceptor to new coders. Complies with the Standards of Ethical Coding as set forth by the American Health Information Management Association (AHIMA), American Academy of Professional Coders (AAPC), and adheres to official guidelines. Attends departmental and interdepartmental meetings as required. Utilizes resource material available in department to support coding practices. Performs other duties as needed. Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards. Maintains compliance with all Orlando Health policies and procedure. Inpatient Liaison – Hospital inpatient: Advanced level of knowledge of sequencing guidelines for the sequencing of diagnosis and procedure codes for appropriate classification systems with knowledge of ICD-10, ICD-10 PCS, MS-DRG and APR-DRG. Demonstrates strong understanding of mortality and other coding impacted quality initiatives, and key performance indicators. Collaborates with Clinical Document Excellence (CDE), Quality Management and other departments to determine appropriate DRG assignments for compliance and reimbursement purposes. Assist in coding any Inpatient as needed. Outpatient Liaison – Hospital outpatient: Advanced level of knowledge of experience with ICD-10 and CPT coding. Advanced level of knowledge of NCCI and external payer edit resolution. Assist in coding any outpatient cases as needed. Radiation Oncology Liaison – Hospital and Outpatient: Advanced knowledge of experience with ICD-10 and CPT coding in the radiation oncology field is required. Advanced level knowledge of radiation oncology modalities and billing rules. Advanced skill level in radiation oncology modality procedure charge validation (CPT Code) based on actual chart documentation. Advanced skill level in reading treatment plans to identify the number of MUEs and devices. Other related functions include developing and updating internal departmental processes. Assumes the responsibility for professional growth and development through educational programs, research, etc. Maintains certification status. Performs other related duties as assigned. Maintains 95% or above accuracy rate. Strong computer literacy including Microsoft Word and Excel experience. Qualifications include an associate's or bachelor's degree in Health Information Management; OR completion of coding certificate program. Thorough knowledge of official coding guidelines as per AMA, AHA, and CMS. Computer literacy, knowledge of Anatomy, Physiology and Medical Terminology required. Liaison coding skills test of 90% or better. Advanced level knowledge of anatomy, physiology, pathophysiology, pharmacology, and medical terminology to accurately translate medical record documentation into the appropriate classification system for reporting purposes. Licensure/Certification includes one of the following national certifications: Certified Coding Specialist (CCS), Registered Health Information Administrator (RHIA), Registered Health Information Technician (RHIT) through AHIMA; Certified Professional Coder (CPC) through the American Academy of Professional Coders; Certified Outpatient Coder (COC). Experience includes seven (7) years of relevant hospital inpatient and/or outpatient coding experience required. One (1) year of teaching hospital coding experience preferred. Radiation Oncology Liaison Only: Three (3) years of Radiation Oncology coding experience in lieu of teaching hospital experience required (Radiation Liaison Only).

Exchange Operator

Mercy Health · Lewisburg, TN

Exchange Operator Mercy Hospital St. Louis is seeking a customer-focused and detail-oriented Exchange Operator to join our Physician Exchange and Referral team. This frontline role serves as a critical communication hub for Mercy providers, patients, families, healthcare facilities, andphysician offices. As an Exchange Operator, you will answer incoming calls, facilitate urgent provider communications, support referral services, and relay critical patient information to ensure timely access to care. This is a fast-paced position requiring strong communication skills, sound judgment, and the ability to respond quickly in time-sensitive situations. This is a remote position; however, candidates must reside within Mercy's Missouri footprint to attend occasional onsite meetings and training as needed. Key Responsibilities • Answer incoming exchange calls from providers, patients, family members, healthcare facilities, and physician offices. • Deliver exceptional customer service to internal and external callers. • Document and dispatch patient information accurately to on-call providers to support prompt medical care. • Enter and maintain patient demographic information while adhering to quality assurance standards and HIPAA requirements. • Relay emergency and after-hours calls according to established procedures. • Support providers and clients with miSecure password and passcode resets. • Communicate technology interruptions, system errors, and downtime procedures effectively. • Receive and relay critical information during system downtimes while utilizing appropriate manual processes. • Collaborate with team members to identify workflow improvements and support change initiatives. • Provide constructive peer-to-peer feedback to help prevent delays in patient care. • Complete special projects and additional duties as assigned by leadership. Qualifications Required • High school diploma or GED. • Minimum of one (1) year of customer service experience. • Strong verbal and written communication skills. • Ability to multitask and work effectively in a fast-paced environment. • Ability to think critically and respond with urgency in time-sensitive situations. • Commitment to maintaining patient confidentiality and protecting sensitive information. Preferred • Experience using computers and Microsoft Office applications. • Previous healthcare, call center, patient access, or medical office experience. Schedule Requirements • Full-time position (36 hours per week). • Must be available to work every other weekend. • Must be available to work 50% of designated department holidays. • Participation in a 24/7 operation supporting the Mercy and extended medical community. Why Join Mercy? At Mercy, we believe in bringing compassionate care and exceptional service together. As an Exchange Operator, you'll play an essential role in connecting patients and providers, helping ensure timely access to care and supporting positive outcomes across our healthcare network. If you thrive in a customer-focused environment, enjoy problem-solving, and want to make a meaningful impact behind the scenes of patient care, we encourage you to apply. Apply today and be part of Mercy's mission to bring compassionate care and exceptional service to every interaction.