Billing Call Center Representative

About Us

Inform Diagnostics, a Fulgent Genetics Company, is a nationally recognized diagnostics laboratory focused on anatomic pathology subspecialties including gastrointestinal pathology, dermatopathology, urologic pathology, hematopathology, and breast pathology.

Founded in 2011, our parent entity, Fulgent Genetics, has evolved into a premier, full-service genomic testing company built around a foundational technology platform.

Through our diverse testing menu, Fulgent is focused on transforming patient care in oncology, anatomic pathology, infectious and rare diseases, and reproductive health. We believe that by providing a wide range of effective, flexible testing options in conjunction with best-in-class service and support, we can redefine the way medicine is managed for patients and clinicians alike.

Since integrating with our therapeutic development business, Fulgent is also developing drug candidates for treating a broad range of cancers using a novel nanoencapsulation and targeted therapy platform. By merging our fields of expertise, we aim to become a fully integrated precision medicine company.

Summary of Position

**This is a hybrid on-site position at our offices in Coppell, TX. Per current policy, the first 90 days of employment will require fully on-site attendance. After successful completion of the probationary period, new hires may transition to a hybrid schedule of 2 - 3 days on-site per week. This policy is subject to change at the discretion of Inform Diagnostics executive leadership.**

Billing Call Center Representatives are responsible for answering 80 - 100 inbound calls per day from patients, doctor's offices, and insurance carriers using multiple resources to resolve inquiries while on the phone. Position requires a high degree of public and professional contact.

Job Responsibilities:

* Answers 80-100 inbound calls per day from patients, doctor's offices, and insurance carriers.

* Utilizes expert problem solving and customer service skills to respond to and resolve complex billing inquiries and problems, including the handling irate patient calls.

* Uses multiple systems and the internet to research, troubleshoot and resolve problems in order to address patient complaints.

* Ability to quickly access the needs of the caller and adapt self to address those needs, maintaining a courteous manner at all times.

* Collects payments from patients for outstanding balances.

Processes adjustments to accounts when applicable.

* Accurately and concisely document patient, doctor's office, and insurance carrier feedback, call summary, and any resolution provided completed during each call.

* Identifies trends and takes action to help prevent customer dissatisfaction.

Knowledge/Experience

• High School Diploma or GED
• Three to five years of relevant work experience in a high-volume healthcare billing/admissions/customer call center.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
• Ability to work in a fast-paced, deadline driven environment.
• Maintain a high standard of discipline and professionalism.
• Ability to work in a fast paced and deadline driven environment.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.