Customer Service Representative - Medical Lien - Prove Partners

PROVE Partners, LLC, founded in 2003 and based in Las Vegas Nevada and Denver, Colorado, is a patient-centric personal injury claims administration and healthcare finance company that provides innovative services and financial products to injury victims, medical providers, and law firms in the United States.

PROVE is primarily engaged in a fast-growing form of specialty reimbursement commonly referred to as medical lien funding that enables victims of third-party liability accidents (e.g., motor vehicle collisions) to access healthcare in their greatest time of need.

PROVE is more than a medical lien funder—we offer patients a full suite of financial products including co-pay and deductible finance and pre-settlement loans, providers with comprehensive revenue cycle solutions including outsourced complex claims administration, and attorneys with patient concierge services and technology solutions to manage caseloads, reduce overhead and most importantly, maximize the outcome for their clients.

PROVE maintains a fortressed balance sheet, supported by a group of institutional capital partners that manage more than $16 billion in assets under management.

PROVE is backed by C9 Partners, LLC, a Los Angeles-based private equity firm focused on making investments in US-based businesses at the intersection of financial services, specialty finance, and healthcare services.

Job Summary:

We are looking for a detail-oriented and proactive Customer Service Specialist - Medical Lien to join our dynamic team. As a Customer Service Specialist, you will play a crucial role in managing the servicing process effectively. Your primary responsibilities will include obtaining case status updates at least once every 90 days from representing law firms, investigating cases that are no longer represented, providing balance verifications and statements, and completing insurance audits.

The Customer Service Specialist will also assist in managing a team of Calling Specialists and will serve as a key point of contact. Exceptional customer service is paramount in this role. We are seeking individuals who thrive in a fast-paced environment, possess excellent organizational skills, and have a keen eye for detail.

Job Duties:

Case Status Updates:

• Obtain case status updates at least once every 90 days from representing law firms
• Encourage the adoption of PROVE’s Ease Case Status technology (https://www.youtube.com/watch?v=uTtV1yXzNBU)

Case Investigation:

• Investigate cases that are no longer represented by law firms
• Investigate settlement payments that have been sent to the wrong recipient

Balance Verifications and Statements:

• Provide accurate balance verifications and statements promptly upon request

Insurance Audits:

• Complete thorough insurance audits to ensure accuracy and compliance

Team Management:

• Assist in managing a team of Calling Specialists, overseeing their tasks and performance

Skills:

·Business Writing

• Professionals with a strong command of written English
• Ability to write grammatically correct emails free from typos

Phone Experience

• Well-spoken, likable professionals who can communicate effortlessly over the phone or in person
• Prior experience in roles that rely heavily on routine phone interaction with clients
• Ability to work at a computer while on the telephone for up to 8 hours a day

Professional Experience:

• Prior experience in loan servicing or collections preferred
• Knowledge of personal injury a plus

Technical:

• Strong proficiency in Microsoft Excel
• Proficiency in Windows, Microsoft Teams, Word, Zoom Video Conferencing, Adobe, and Microsoft teams.

Education:

• College degree preferred but not required

Ideal Candidate Profile

Character Traits:

Above and Beyond Customer Service

• Professionals that go to great lengths to ensure clients and coworkers are supported
• Professionals who keep a cool head and can put on a smile when dealing with difficult clients.

Resourceful

• Professionals with good business judgment who can problem solve and overcome obstacles without a user manual.

Detail Oriented

• Organized professionals that pay close attention to the finer details and how that may impact the service we provide our clients

Motivated

• Determined professionals with a strong work ethic and ability to consistently work diligently

Team Player

• Professionals that work well with others and don’t mind pitching in outside their role if needed.

Compassionate

• Caring professionals that are deeply aligned with our mission of helping people in their greatest time of need

Positive Attitude

• Likeable, enthusiastic professionals who take pride in their work.

Relationship Oriented

• Professionals that enjoy the opportunity to build relationships with their clients

Resilient

• Adaptable professionals that are comfortable with change

Disclosures:

Prove Partners is an Equal Employment Opportunity and Affirmative Action Employer committed to diversity in the workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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