Customer Service Billing Representative Highland Hills

3 weeks ago

Cleveland, United States University Hospitals Full time

**Position #**: 21000EX0

**Position**: Customer Service Billing Representative Highland Hills

**UH Facility**: University Hospitals

**Shift**: Days

**Status**: Full-time

**Work Days of Week**: M-F To Heal. To Teach. To Discover.

These words are more than just our mission, they embody the opportunities available to the world-class doctors, nurses, health care professionals and support staff who choose to join University Hospitals and Be the Difference.

From entry to executive level, every position and every professional at University Hospitals has a direct impact on our ability to offer excellent care to our patients, their families and our community.

Join Us and Be the difference in Advancing the Science of Health and the Art of Compassion.

Equal Opportunity Employer minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.

**Transcript**My position at UH, uh, allows me to interact with everyone that comes on my floor. I am the first person that, uh, patients, visitors, uh, physicians, um, environmental services, anyone when they get off the elevator, their first interaction is with me behind the secretary desk. And I love meeting people. I love making people feel like they're more than a number and, um, giving them that first experience because we all know that, uh, your first interaction with someone can make or break the whole entire experience. So that's what I enjoy most is meeting everyone that comes on to our unit.

My position at UH, uh, allows me to interact with everyone that comes on my floor. I am the first person that, uh, patients, visitors, uh, physicians, um, environmental services, anyone when they get off the elevator, their first interaction is with me behind the secretary desk. And I love meeting people. I love making people feel like they're more than a number and, um, giving them that first experience because we all know that, uh, your first interaction with someone can make or break the whole entire experience. So that's what I enjoy most is meeting everyone that comes on to our unit. JOB DESCRIPTION * Handles inbound and outbound customer calls minimally half the time to resolve inquires in a timely and accurate manner; in a patient focused manner that enhances the experience of patients and their families.

* Appropriately research and document all information from phone conversations and applies the appropriate transactions as appropriate to patient accounts;

* Works with internal and external resources as appropriate to support requests needed;

* Process payments by phone via electronic check, credit card, hard copy, payment database or any other approved means.

* Understand, explain, execute and help determine eligibility for hospital financial assistance programs.

* Assist patients with payment plan arrangements including collecting initial down payment as part of the process by following established departmental policy.

* Identify patient or customer needs, clarify information, research and analyze issues, and provide solutions and/or appropriate alternatives.

* Maintains patient and physician confidentiality and professionalism in accordance with departmental and HIPPA guidelines at all times.

* Consistently communicates issues and helps to review and implement people, process and technology improvements as appropriate.

* Performs various duties such as: Researching accounts, processing adjustments, refunds, and responding to patient correspondence that maximizes revenue collection.

* Process all necessary documentation to process system reports and work lists and correct patient accounts in accordance with established time frames to ensure account accuracy, increase revenue and promote positive public relations.

* Coordinates with agencies and other departmental vendors as appropriate to resolve patient accounts.

* Monitors self-pay accounts and reviews accounts according to department policies to refer to the outside collection agencies.

* Performs follow up with insurance companies to ensure appropriate payment on claims, resolve denials, correct and appeal claims.

* Assists in the analysis of claims resolution and provides feedback to management to put in place solutions and process improvements.

* Assists in the development of new procedures/process with a focus on improvement in quality and quantity of work performed.

* Supports all developed price transparency initiatives and can educate and/or direct the patient accordingly

* Assists in the establishment of performance goals, monitors compliance.

QUALIFICATIONS * Minimum 1 year in medical billing, financial environment or customer service experience required.

* Hospital and physician billing knowledge preferred

* Customer service phone experience working with multiple screens preferred

* Exceptional written and verbal communication skills required.

* Must consistently demonstrate advanced analytical and problem solving skills.

* Exceptional client service, communication, and relationship building skills required.

* Must be self-motivated and consistently demonstrate the ability to perform with little to no supervision in a fast-paced environment.

* Advanced knowledge of claim submission (UB04/HCFA 1500) and third party payers preferred.

* Self-motivated, works independently and consistently demonstrates the ability to perform with little to no supervision in a fast-paced environment.

* Demonstrated proficiency with PCs, with HIS systems as well as Microsoft software Microsoft Office suite (including Word, Excel and Outlook), and general office equipment (i.e. printers, copy machine, FAX machine, etc.) required.

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