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

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.

Key Job Elements

• 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.

Supervisory Responsibilities

• No

Reports To

• Client Services Manager

Environment

Fulgent Therapeutics LLC is an Equal Employment Opportunity Employer.

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 qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.

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.

Please note that Fulgent (and its affiliated companies, including Inform Diagnostics and CSI Laboratories) does not accept unsolicited information and/or resumes from search firms or agencies for our job postings. Search firms or agencies without an applicable contract and/or express approval to recruit for the role in question - that choose to submit a resume or client information to our career page or to any employee of Fulgent - will not be eligible for payment of any fee(s), and any associated shared data will become the property of Fulgent.