Description RevCycle is growing, and we’re excited to welcome new team members! With over 30 years in business, we focus on developing our employees and helping them reach their full potential. Work remotely or from our Marshfield, WI office, with opportunities to start immediately or join a late-April training class. Position Summary: - Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. Handles customer inquiries through inbound and outbound calls as well as written communication. - This position exists to effectively manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. Customer Service Representatives will work in a company office or home office environment. They will operate with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). This role is expected to follow company and client policies, procedures, and applicable laws. Hours: Full Time, Mon-Fri 8:00 AM-5:00 PM CST (9:00 AM-6:00 PM EST) Benefits: - Paid Medical insurance includes personalized assistance to select from any qualified options in the marketplace. This enables you to select a plan which is most likely to enable you keeping coverage for things most important to you (i.e., Dr., clinic, meds). - Additional options for Dental/Vision, paid short-term disability and life insurance benefits. - Generous PTO (3 weeks per year) plus holiday pay and make-up time benefits begin within month three of employment - 401K - Company shares profits through an annual discretionary bonus which employees can have in full or deposit (some or all) into their 401k. Essential Duties and Responsibilities: - Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues - Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections - Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes) - Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines - Manages both common and challenging objections and concerns from consumers - Discusses and helps consumer think through payment resources and makes necessary referrals to the client - Uses required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call - Maintains working understanding of account requirements, leveraging related documentation and resources as needed - Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance - Skillfully works within both internal and client systems - Adheres to company Core Values and Strategic Anchors - May learn and perform other duties and responsibilities as assigned based on business needs Requirements Required Knowledge, Skills and Abilities: - Prior work experience in a call center and healthcare customer service setting is preferred - Familiarity with Artiva and Cerner Soarian application is preferred. EPIC is a plus. - Working knowledge of medical billing and coding is preferred - Prior work experience in a medical office and/or general understanding of health insurance is preferred - Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools - Able to navigate multiple computer applications and databases - Moderate to advanced computer keyboard typing and navigation skill - Able to communicate on the phone and navigate multiple computer systems simultaneously - Able to overcome patient objections and obstacles to negotiate payment successfully - Reliable and responsible. Arrives on time and uses time productively and efficiently - Manages self effectively in a work from home environment, remaining focused on work and delivering required outcomes - Possesses and demonstrates professional judgement and operates with client business acumen. - Understands sensitive personal information (SPI) and sensitive consumer information (i.e., Protected Health Information (PHI)) and maintains confidentiality of this information - Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages - Self-motivation and committed to career success - High School Diploma or equivalent (i.e., GED) required - Prior supervisory experience is welcome in this growing company Work Environment: Employee works in a company office and/or home office and sits at a desk during regularly scheduled work hours. Employee will work with an online team utilizing screen monitoring and/or video conferencing. Employee answers and makes telephone calls using a computerized telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources. Employee may occasionally be required to stand or walk short distances along with bend or twist to access lower and higher desk drawers. Career Path Note: The Customer Service Representative is a fully trained production role in the organization. They are relied upon in all cases to meet and in most cases exceed stated KPIs, goals and objectives. Those who desire may find advancement as a team lead, or in a functional role. These opportunities have unique requirements which are detailed in the respective job descriptions. Employees are also encouraged to work with their department leadership, Human Resources and/or company leadership to discuss and work toward their career goals. Disclaimer: This job description provides a summary of essential job functions and required knowledge, skills, abilities, education, and experience. It may be modified at any time depending on the organization's needs. Management reserves the right to assign or reassign duties and responsibilities to this job at any time. The existence of this job description does not guarantee employment. It is understood that employment is “at will.”

• Serve as the primary frontline point of contact for routine customer inquiries (login issues, password resets, user setup, device ordering, basic “how do I” workflows) • Provide reliable phone and ticket intake coverage during business hours • Accurately document customer interactions within Zoho and associated systems in alignment with QMS standards • Resolve high-volume, repeatable workflows independently and efficiently • Triage complex or technical issues appropriately to Tier 1 with clear documentation and context • Maintain operational consistency in user provisioning, ordering workflows, and portal-related tasks • Identify recurring friction points and escalate patterns proactively • Contribute to documentation improvements and customer-facing enablement resources • Demonstrate steady improvement in software fluency and device workflow knowledge within first 3–6 months • Achieve strong responsiveness metrics and positive customer interaction feedback • Spend much of the day on the phone first response to customers • Consistently meeting or exceeding your goals while taking advantage of growth opportunities as they become available demonstrating results & readiness to take on new challenges

JOB SUMMARY The Customer Service Representative is responsible for the receipt of new cases and ensuring proper system drafting and setup. The CSR is also responsible for taking direction and facilitating the case assignment/scheduling process. Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other, and Dane Street. It is the responsibility of all of us to maintain a positive working environment that promotes client satisfaction and results. MAJOR DUTIES & RESPONSIBILITIES Handling Receipt of New Cases: Intake new cases and review/verify information and requests. Draft cases by entering information into the Dane Street systems. Work with the client on any missing information pertinent to processing the claim. Sort, organize, and create a medical document listing, if required by the client, in line with specific special handling. Respond to inbound calls, emails, and portal inquiries. Maintain efficient and accurate records related to all client interactions. Ensure compliance with Federal NSA regulations, processes, and policies. Collaborate with the Leadership team and other departments to ensure timely resolutions Ability to process and interpret reporting. Adhere to or exceed metrics/goals. Assignment of Cases: Assign/schedule new cases to physicians for review with the appropriate physician, based on location, reviewer availability, specific guidelines, jurisdictional requirements and other client requirements. Ensure that the assigned physician has no conflict of interest with the case assignment. Oversight of Cases: Monitor, process, and track cases to ensure we meet deadlines. Client Interaction: Update clients frequently on cases in progress. May communicate when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer. Ensure proper documentation for specified cases is provided to the client. Maintain consistent professionalism at all times Other duties & special projects, as assigned and based on business needs. EDUCATION/CREDENTIALS: An Associate’s Degree is preferred. JOB RELEVANT EXPERIENCE: Business experience in a healthcare and/or insurance setting is preferred. Healthcare claims and billing Conflict resolution and de-escalation skills JOB RELATED SKILLS/COMPETENCIES: Present exceptional communication skills with a clear understanding of the company's business lines. The ability to apply critical thinking, manage time efficiently, and meet specific deadlines. Computer literacy and typing skills are essential. Customer focus, problem-solving, professionalism, integrity, customer excellence, and time management WORKING CONDITIONS/PHYSICAL DEMANDS: Any lifting, bending, traveling, etc. required to do the job duties listed above. Long periods of sitting and computer work. WORK FROM HOME TECHNICAL REQUIREMENTS: Supply and support their own internet services. Maintaining an uninterrupted internet connection is a requirement for all work from home position. This job description is subject to change at any time.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Service Representative is responsible for the receipt of new cases and ensuring proper system drafting and setup. The CSR is also responsible for taking direction and facilitating the case assignment/scheduling process. - Intake new cases and review/verify information and requests. - Draft cases by entering information into the Dane Street systems. - Work with the client on any missing information pertinent to processing the claim. - Sort, organize, and create a medical document listing, if required by the client, in line with specific special handling. - Respond to inbound calls, emails, and portal inquiries. - Maintain efficient and accurate records related to all client interactions. - Ensure compliance with Federal NSA regulations, processes, and policies. - Collaborate with the Leadership team and other departments to ensure timely resolutions. - Ability to process and interpret reporting. - Adhere to or exceed metrics/goals. - Assign/schedule new cases to physicians for review with the appropriate physician, based on location, reviewer availability, specific guidelines, jurisdictional requirements, and other client requirements. - Ensure that the assigned physician has no conflict of interest with the case assignment. - Monitor, process, and track cases to ensure we meet deadlines. - Update clients frequently on cases in progress. - May communicate when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer. - Ensure proper documentation for specified cases is provided to the client. - Maintain consistent professionalism at all times. - Other duties & special projects, as assigned and based on business needs. Qualifications - An Associate’s Degree is preferred. Requirements - Business experience in a healthcare and/or insurance setting is preferred. - Healthcare claims and billing experience. - Conflict resolution and de-escalation skills. - Exceptional communication skills with a clear understanding of the company's business lines. - Ability to apply critical thinking, manage time efficiently, and meet specific deadlines. - Computer literacy and typing skills are essential. - Customer focus, problem-solving, professionalism, integrity, customer excellence, and time management. Benefits - Comprehensive benefits package including medical, dental, and vision coverage for you and your family. - Voluntary life insurance options for you, your spouse, and your children. - Other voluntary benefits including hospital indemnity, critical illness, accident indemnity, and pet insurance plans. - Basic life insurance, short-term disability, and long-term disability coverage at no cost. - Generous paid time off policy. - 401k plan with a company match. - Apple equipment and a media stipend provided for remote workspace.