Customer Service Representative
The Customer Service Representative performs various routine and complex clerical tasks; and deals with patients, family members, visitors and clinic personnel in other departments to ensure good internal and public relations.
Specific skills needed:
- Knowledge of medical billing/collections practices and basic medical coding; computer data entry skills; ability to deal courteously with patients; bilingual in Spanish desired
Education/experience/training:
- Required: Minimum 1 year of experience in billing and collections. High school diploma or equivalent or 7 years of experience in billing and collections.
- Preferred: 2 years of experience in billing and collections. Certification, experience, or proficiency in EPIC Applications
Duties and responsibilities:
- Safeguards and preserves the confidentiality of patient's protected health information in accordance with State and Federal (HIPAA) regulatory requirements, hospital and departmental policies.
- Ensures a safe patient environment and adherence to safety practices per policy.
- With consideration to age, employee utilizes the approved process to resolve biophysical, psychological, educational and environmental needs of patient/significant other when administering care.
- Receive and resolve patient complaints regarding insurance billing, and initiate accurate account adjustments; follow all billing problems through to conclusion.
- Answer all correspondence relating to billing questions; make appropriate financial arrangements.
- Verify insurance status, eligibility and general account information.
- Assist patients with courtesy billing and update insurance information as necessary.
- Forward billing to appropriate carriers to ensure timely and accurate payment; demonstrate complete knowledge of all appropriate carriers.
- Perform reconciliation of refund accounts; attach documentation and forward to bookkeeper to process refund checks; identify problems and follow through to conclusion.
- Review credit statements for correct recipient of refund.
- Perform other tasks as assigned.
Personal qualities:
- Recognize differing values and be culturally sensitive.
- Flexible, adaptable.
- Personable, courteous, punctual, honest.
- Creative, organized, able to establish priorities.
- Professional appearance and attitude.
- Ability to make good decisions.
- Commitment to the organization for which you work.
- Ability to keep confidential information.
- Effective time management skills and sound work ethics.
- Ability to work at a computer and input data several hours each day.
Communication:
- Talking or hearing essential to communicate with patients and staff.
- Good communication skills; read, speaks and writes English fluently.
- Bilingual skills preferred.
- Strong interpersonal skills.
- Actively participates in staff meetings.