Position Overview

The Customer Care Specialist, Billing provides world class service to potential patients and patients with the goal to assist with insurance, coverage, and payment options associated with Cologuard.

This position supports a flexible work from home model where employees can choose to work onsite in Madison, WI or at home in the state of Wisconsin.

Training Shift: Monday - Friday 8:00am CST - 4:30pm CST for 4-5 weeks.

Shift Schedule: Once training is complete, this role works 4 days – 10 hours or 5 days – 8 hours between Monday-Saturday. Shift times vary between 7:00am CST – 10:00pm CST. Further details will be discussed in an interview.

Essential Duties

Include, but are not limited to, the following:

• Assist with insurance eligibility details required for kit shipment and patient billing requirements.
• Interact with providers, patients, and payors to answer questions around claim denials, billing statements, Explanation of Benefits (EOB), and/or payment options.
• Educate and assist on inquiries associated with Medicaid, Medicare, and private insurance companies
• Navigate supplemental payor websites to determine eligibility.
• Collect payment, establish payment plans, assist with Financial Assistance requests, and refunds as appropriate.
• Interact with patients, providers, and clients for all aspects of billing through phone, e-mail, or other channels to support incoming calls and place outbound calls.
• Quality-focused with a high attention to detail and accurate documentation.
• Provide customers with product and service information and route contacts to the appropriate resources.
• Stay current with relevant guidelines and policies to maintain compliance with all company procedures and guidelines; including, but not limited to HIPAA, Quality Policies, and the Code of Business Conduct and Ethics.
• Perform all job duties according to contact center policies and procedures.
• Communicate and act in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and clients.
• Demonstrate excellent verbal and written English communication skills.
• Ability to apply knowledge of customer service principles and practices.

• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly while focusing on tasks and work independently.

• Ability to report to work on time and follow attendance guidelines, demonstrating reliable attendance.
• Ability to work designated schedule and overtime as needed.
• Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day operating telephone, computer, keyboard, and various desktop applications.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.

Minimum Qualifications

• High School diploma or GED.
• Must be 18 years of age or older.
• 2+ years of customer service experience.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.

Preferred Qualifications

• Experience in an inbound/outbound contact center in the healthcare industry.
• Knowledge of contact center telephony and technology.
• Demonstrated exceptional customer experience.

Salary Range:

$34,000.00 - $55,000.00

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually. Benefits offered include a retirement savings plan, paid vacation, holiday and personal days, paid caregiver/parental leave, and health benefits to include medical, prescription drug, dental and vision coverage in accordance with the terms, conditions, and eligibility requirements of the applicable plans.

If you require a reasonable accommodation with the application process, please email hr@exactsciences.com .

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, refer to this link . These documents summarize important details of the law and provide key points that you have a right to know.