Summary: This position exists primarily to provide knowledge, expertise, and assistance to customers whose problems and needs are beyond that of the Customer Services Representatives, and to see problems resolved in an effective and efficient way that instills or restores customer satisfaction and confidence, as well as departmental and organizational credibility. Reviewing of accounts to increase the integrity of the data being sent to outside collections. It also serves in an aid and assist role for any and every Patient Services sub-group, as needed; e.g. Customer Service, Patient Collections, etc. Questions directed to this position are related to both provider and hospital billing.
1.Fields customer calls, inquiries, and issues requiring a greater degree of knowledge or expertise, including calls escalated from any of the Patient Services Department
2.Fulfills potentially any or all of the following functions, when needed:
a.Provide itemized statements, including certified, to appropriate entities as requested
b.Handle Risk Management accounts
c.Assist in training of new employees
d.Handle patients referred by Office of Service Excellence
e.Assist with walk-in patients
f.Handle HIPAA and Guarantor Related Issues
g.Submit appropriate accounts to the Accounts Review Committee
h.Handle VIP groups/individuals
i.Produce daily/weekly report for questions received by Patient Service Staff
j.eview and handle incoming emails received by management, Patient Services Request email box and outside sources.
k.Handle bankruptcy accounts
l.Handle deceased accounts
m.Assist with Call Center as needed to take calls
n.Assist with Patient Services Staff questions
o.Produce daily report for Diamond and HDX statements
p.Works with Finance/Cash Department to correct posting Errors
q.Sends letters to patients regarding coding review
r.Fulfill special projects as assigned
s.Reports trends and training issues to Patient Services Management
3.Reviews incoming mail to determine where it need to be assigned
4.Assists in Collection area
a.Reviewing accounts to increase the integrity of data being sent to outside collections
b.Handling bad debt reports and working with patients in bad debt
5.Assists with working worklists and EBEWs and PAITEWL
6.Assists with Guarantor and Self Pay A/R review
7.Handles following duties as necessary:a.Special billing or handling-Allergy, Alliance Coal, Shriners, etc.
8.Management may assign or reassign duties or responsibilities to this job at anytime, whether due to reasonable accommodation or for other reasons of business necessity or job improvement untability, collegiality, excellence, innovation)
Education: High school diploma or equivalent required
Experience: Minimum of three to five years’ experience in physician or hospital billing environment or proven Job Performance upon manager's approval
Work Environment: Work is performed in a temperature controlled, well-lighted office environment
Equipment Operated: Standard office equipment including computer, monitor, mouse, keyboard, fax machine, copier, printer, telephone, etc.
Physical Requirements: Job entails sitting approximately 90 percent of the day, walking or standing the remainder. Job does not involve lifting or carrying objects of more than 10 pounds, climbing, crawling, kneeling, squatting, bending, stooping, or any other physically strenuous motions or activities.
Mental Requirements: Concentration, comprehension, focus and attention to details
System Responsibilities: In order to perform required job functions, this role is responsible for maintaining advanced skill levels in the following systems: •HQPM
Proficient skill levels must also be maintained in the following systems: •Cisco
•Document Imaging systems