The Customer Service Representative is responsible for providing excellent customer service to IPM guarantors who have questions or complaints regarding their IPM statement or other related aspects of the professional billing experience.Â Handles in-bound telephone call volumes to meet or exceed the average number of calls per month. Â Meets or exceeds established performance targets (productivity and quality) established by the Customer Service and Patient Collections Manager. Triages calls in an efficient manner by monitoring overall talk time while recognizing the need to provide quality customer service.Â Reviews the account history during the call and works to â€œdiagnoseâ€� issues raised by the caller and answers questions in a responsive manner.Â Documents each call in the Practice Management System (PMS) so that notes may be reviewed by others and there is continuity in communication and overall handling of the account.Â Acts as the call â€œownerâ€� to include account research, contacts to the appropriate individual(s) in the CBO, relays questions, and ensures that a quality response is provided to the guarantor in a timely manner.Â Â Exercises good judgment in escalating complex account issues or customer dissatisfaction to the Customer Service and Patient Collections Manager. Â Demonstrates the ability to be an effective team player. Upholds â€œbest practicesâ€� in day to day processes and work flow standardization to drive maximum efficiencies across the team.