The Customer Service Rep - CHRG assists with held revenue by collecting required documentation, communicating with customers, and applying payer medical policy knowledge in alignment with standard operating procedures. Identifies opportunities that enhance operational efficiency and improve overall results

JOB FUNCTIONS

Assists with held revenue by obtaining, reviewing, and validating required documentation to support claim resolution

Communicates with customers, payers, and internal teams to gather information, clarify requirements, and resolve outstanding issues

Applies knowledge of payer medical policies, coverage criteria, and reimbursement guidelines to ensure accurate claim processing

Follows established standard operating procedures to maintain compliance, consistency, and quality in all workflows

Monitors accounts for delays, missing documentation, or policy-related barriers and takes proactive steps to resolve them

Identifies trends, gaps, or recurring issues that impact revenue flow and escalates or recommends solutions as appropriate

Collaborates with team members to streamline processes, enhances operational efficiency, and improve overall performance results

Maintains accurate records, notes, and documentation within company systems to support audit readiness and transparency

Meets productivity, quality, and turnaround time expectations as defined by departmental standards

Participates in training, policy updates, and continuous improvement initiatives to stay current with payer requirements and internal processes

Education High School Diploma or General Education Degree (GED), Required Work Experience 1 year or more in held revenue, accounts receivable, medical billing, or related healthcare reimbursement functions, preferred

healthcare industry, durable medical equipment (DME), or insurance verification is a plus Knowledge, Skills, and Abilities payer requirements, medical policies, and coverage guidelines, preferred

Proficiency with Microsoft Excel and Word, including data entry, documentation management, and basic reporting

Strong attention to detail to analyze account information and identify discrepancies

Effective written and verbal communication for interacting with customers, payers, and internal teams

manage multiple tasks, prioritize workload, and meet productivity and quality expectations

Comfortable working in a fast paced, process driven environment with evolving payer requirements

This position requires use of your own equipment

Internet Service Type:

Cable or Broadband

Network Firewall on the Internet Connection

Connection Type:

Wired to ISP Modem

Latency to Florida or Tennessee Data Centers /

Ping:

< 30ms

Download Speed:

Minimum 80 Mbps

Upload Speed:

Minimum 10 Mbps

Monitor Size:

Minimum 20" Dual Monitors

Processor Speed:

Minimum 1.5 GHz -- Preferred 2.0 GHz

Main Memory (RAM): Minimum 8GB

Free Disk Space:

Minimum 1GB

Keyboard:

Wired (Wireless not supported)

Mouse:

Wired (Wireless not supported)

Audio:

USB Headset (Bluetooth/AUX not supported)

Network Connector:

Wired Ethernet

Webcam

OS Version:

Windows 11 (Other OS like ChromeOS/Linux/MacOS not supported)

OS Update:

Automatic

Antivirus:

Automatic updates, always scan mode

Windows Firewall (Enabled)

Supported Browsers:

Chrome, Edge (Preferred)

HIPAA compliant workspace (Room with a door)

Functional work surface (Desk) and chair

Distraction-free environment