Xerox Bill Review Specialist I - Call Center Agent in Lakeland, Florida

*Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit,, or

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Bill Review Specialist I - Call Center Agent

11:30 am - 8pm work shift

Job Summary

The Provider Relations Representative is responsible for answering phone inquiries pertaining to workers compensation claims from multi-state medical providers. An understanding of company computer systems, StrataWare, CompIQ and Call Track, is required to answer, return and manage calls. The primary function of the Provider Relations Representative is to provide prompt, courteous and professional Customer Service.

Minimum Qualifications

  1. High school diploma/GED

  2. Ability to learn ICD-9 and CPT coding

  3. Ability to use Microsoft Windows-based software

  4. Ability to learn and apply basic medical terminology

  5. Good oral and written skills

  6. Ability to assess and document reconsideration issues

  7. Ability to work in a team environment

  8. Minimum one (1) year of Customer Service experience

    Preferred Qualifications

  9. Two (2) years experience in Customer Service Department

  10. Two (2) years experience in Workers’ Compensation

  11. Two (2) years experience in a medical setting

  12. Six (6) months experience in Bill Review Department

    Primary Responsibilities

  13. Working knowledge of Strataware/CompIQ, Call Track, and any client proprietary software

  14. Understanding of State rulings and regulations as relating to Workers’ Compensation

  15. Understanding of medical bill processing rules and guidelines

  16. Provide prompt, courteous and accurate customer service

  17. Perform administrative tasks such as managing faxes, phone message retrieval, and e-mails within 24 hours

  18. Facilitate the processing of “PRIORITY” request to ensure that bill review processors make the necessary changes with 48 hours

  19. Processing medical bills, coding , or data entry with 98% accuracy during phone downtime

    Collateral Responsibilities

  20. Demonstrate the ability to work both individually and in a team environment

  21. Respond to provider issues and direct problem resolution

  22. Set an example of courtesy and professionalism for all co-workers and customers

  23. Complete additional work assignments as required by management

    Performance Expectations

  24. Demonstrate the ability to use Stratraware/CompIQ and any client proprietary software to locate claim information (by social security number, claim number or patient name) to provide current status (check information, authorization and/or compensability).

  25. Analyze Call Track data to determine that the information gathered is correct and calls can be resolved.

  26. Maintain a schedule adherence rating of less than 4 occurrences.

  27. Maintain a quality level of 3.0 or higher (scale 1-5).

  28. Demonstrate an understanding of the Bill Review guidelines and procedures.

  29. Demonstrate professional attitude and communication at all times with coworkers

  30. Adhere to the Bill Review Department Dependability guidelines.

    Physical Demands and Work Environment

    The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    /Physical demands/: prolonged sitting; use hands to finger or handle objects or controls; occasionally reach with hands and arms; occasionally lift and/or move up to 15 pounds; frequent talking; hear; prolonged viewing of computer monitor. /Work environment/: indoor office environment; minimal noise level.

    Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job: Service Delivery Healthcare

Organization: Workmans Comp Site

Title: Bill Review Specialist I - Call Center Agent

Location: Florida-Lakeland

Requisition ID: 16027647

Virtual/work from home? No