Nemours is seeking a Customer Service Representative (Business Office), Full-Time, to join our team in Jacksonville, Florida.

At Nemours, each Associate plays a vital role in supporting the delivery of world-class pediatric care to the children we serve. The team based at our home office in Jacksonville, Fla. provides essential administrative, financial and technical support to Nemours operations across all locations.

This position is responsible for: Answering incoming calls from guarantors and insurance companies for provider and hospital related questions. Resolution of guarantor and/or insurance company questions and issues in accordance with established guidelines and procedures. Provide excellent customer service at all times ensuring each contact is a uniquely satisfying experience for the caller.

• Answer incoming calls from guarantors and insurance companies in a high pressure call center.
• Research and resolve issues for guarantors, insurance companies and our internal customers.
• Perform necessary account maintenance functions, verify demographics, update guarantor information and fulfill the customer or insurance companies requests.
• Verify and process insurance coverage information, perform insurance adjustments and/or change the insurance filing order as needed.
• Review and analyze balances (credit or debit) to determine if the guarantor or insurance owes additional money or if a refund is due.
• Establish payment plans, set-up recurring payments and transfer guarantor funds as needed to clear any outstanding guarantor balances. Troubleshoot issues with the online payment portal for guarantors.
• If resolution is not possible by the Customer Service Representative, the issue will be escalated as appropriate.
• Perform annual required system upgrade and computer based training.
• Thorough knowledge of insurance payors (Commercial, Government, HMO/PPO and Indemnity) preferred.

• High School Diploma Required. Specialized (1 year of training beyond high school).
• Minimum of two (2) years medical, or Dr. Office Front desk customer service experience required.
• Excellent "soft skills" when speaking with guarantors and insurance payors.