Patient Service Representative - Exagen Inc.

Exagen is a patient-focused and discovery-driven life sciences company dedicated to transforming the care continuum for patients suffering from debilitating and chronic autoimmune diseases. Our goal is to enable rheumatologists to improve care for patients through the differential diagnosis, prognosis, and monitoring of complex autoimmune and autoimmune-related diseases, including lupus and rheumatoid arthritis. By leveraging our proprietary Cell-Bound Complement Activation Products, or CB-CAPs, technology, we help get to the real cause of a patient’s symptoms and guide their journey to improved health.

The AVISE Patient Advocate (Patient Service Representative) is a customer service representative in patient collections that plays a crucial role in providing exceptional service to our clients and customers. This position involves interfacing with clients to address billing inquiries, resolve concerns, and ensure a positive customer experience. The ideal candidate is customer-focused, detail-oriented, and possesses excellent communication skills.

Location note: This is a hybrid role based out of our Carlsbad office and candidates must live within commuting distance. The schedule for this position is 8:00 AM - 4:30 PM, Monday through Friday. 

1. Customer Interaction:

• Respond to customer inquiries regarding billing statements, charges, and payment processes.
• Address and resolve customer concerns, providing clear and concise information.
• Assist customers in understanding billing procedures and resolving discrepancies.

2. Payment Processing:

• Process customer payments, ensuring accuracy and compliance with billing policies.
• Collaborate with the billing team to reconcile and address payment-related issues.

3. Documentation and Record-Keeping:

• Maintain accurate and organized records of customer interactions, inquiries, and resolutions.
• Document billing-related information and updates in customer accounts.

4. Communication and Coordination:

• Collaborate with internal teams to resolve billing discrepancies and address customer concerns effectively.
• Communicate billing policies and procedures to customers in a clear and professional manner.

5. Continuous Improvement:

• Identify opportunities for process improvement in billing and customer service procedures.
• Provide feedback to enhance the overall efficiency of billing-related processes.

• Minimum of 2 years’ experience in patient medical collections and call center experience desired
• Experience as a customer service representative, patient service representative, call center representative, billing representative, or collections representative desired
• Demonstrates good communication and organizational skills
• Demonstrates good organizational skills
• Familiarity with billing processes and industry-related best practices
• Works well with others in a spirit of teamwork and collaboration

Pay range: $22 - $25/hr