Customer Service Representative (CSR)

About the position

The Customer Service Representative (CSR) position at Asset Protection Unit Inc. is designed for individuals who are eager to work in a supportive and family-oriented environment rather than a large corporate setting. APU, with over 20 years of experience, is located near downtown Amarillo, Texas, and is committed to treating its employees like family. The CSR role primarily involves contacting medical, dental, and long-term care providers to resolve potential overpaid claims on behalf of insurance clients. This position is characterized by outbound calling in a fast-paced environment, where effective communication and problem-solving skills are essential. The culture at APU emphasizes politeness, persistence, and proactivity, and candidates are expected to embody these core principles. In this role, the CSR will be responsible for maintaining accurate records in the operating system, including points of contact and recovery stages. Administrative duties such as researching overpayments and sending communications are also part of the job. The CSR will work towards achieving daily, weekly, and monthly recovery goals while positively responding to coaching and feedback. APU offers significant monthly incentives and a comprehensive benefits package for full-time employees, including medical, dental, vision, life insurance, and a generous 401k plan. Additionally, employees can enjoy starting paid time off (PTO) of 15 days in their first year, holiday pay, and opportunities for advancement within the company.

Responsibilities
? Politely and effectively communicates with medical, dental, and long-term care providers regarding identified insurance overpayments.
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? Persistent at problem solving and escalated appropriately.
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? Proactively making contact and responding both verbally and in writing with providers.
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? Responsible for maintaining and accurately updating in the operating system, to include: points of contact, adding or creating notes, recovery stages, etc.
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? Perform administrative duties to include: creating notes, researching overpayments, sending emails/faxes, etc.
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? Basic level of policies & procedures.
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? Positively respond to coaching, mentoring and feedback.
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? Ability to work in a fast-paced and team environment.
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? Achieve daily, weekly, and monthly recovery goals and metrics.

Requirements
? High School Diploma or equivalent.
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? Possess excellent computer skills.
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? Possess excellent interpersonal skills, oral and written communication skills.
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? Be able to work independently.
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? Be detail oriented, accurate and precise in completing the tasks associated with the position.
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? Intermediate Windows & MS Office Skills are mandatory.

Nice-to-haves
? Experience in processing Long Term Care/Medical/Medicare/Medicaid/Dental or some type of insurance billing or auditing.
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? Call center experience.
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? Customer service experience.
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? Have Mainframe, 'green screen' experience or similar systems.
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? Have expert knowledge of Microsoft Excel, Word & Outlook.

Benefits
? Medical
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? Dental
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? Vision
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? Life
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? LTD
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? Generous 401k contributions
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? Starting Paid Time Off (PTO) 15 days your first year
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? Holiday pay with time off to spend with your non APU family
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? Fun Committee Activities
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? Work from Home opportunities